Between the swimming in tickets, losing track of issues, and complaints from users, you’ve figured out that you need help desk software. And now, it’s time to budget.
Forget, “If you have to ask, you can’t afford it.” Of course you have to ask; you’re a savvy shopper. Here’s the good news, you likely can afford it.
The below guide will help you determine what kind of help desk software best fits your company needs, and your budget.
Prices depend on two factors: Number of agents and level of features. I’ve broken down the options into three categories: 0-3 Agents, 3-10 Agents, 10+ Agents.
Free (with some limitations).
Many popular help desk options have free versions for fewer than three agents. For example, UserVoice, Freshdesk, and Spiceworks all have free options. The free versions of UserVoice and Freshdesk don’t have all the bells and whistles that the paid options do, but absolutely suffice for smaller shops. With Spiceworks, the difference between the paid and free version is that the free version is self-hosted, managed, maintained, and backed up.
UserVoice and Freshdesk are actually third and fourth (respectively) on “That Works” – SLG’s ranking of the top 20 most popular customer service software, based on their total number of customers, users, and social presence.
They’re both great tools which will help you manage your tickets and communicate effectively with customers. However, the funny thing about the free editions is that the biggest selling points for both software solutions can only be utilized at volume.
The best part of UserVoice is its ability to help manage lots of user suggestions for product improvement. The best part of Freshdesk is its gamification of customer service. Both require large volumes of tickets and agents to use.
The same is kind of true of Spiceworks as well. It probably doesn’t make so much sense to download, set up, host, manage, maintain, and backup a database for a few agents and a few tickets.
$2-$200 per agent per month (depending on features needed).
The next level of need calls for the next level of service. Zendesk and Kayako, which are first and second (respectively) on “That Works” – SLG’s rankings of top customer service software providers, are great examples of this tier.
Zendesk starts at $2 per agent per month, and goes up to $195 per agent per month. Any size team can use any plan, they vary only by features included (like support level, a customer stats leaderboard, and time tracking). That said, all plans include the ability to accept help requests, complaints, and feedback through social media platforms like Facebook and Twitter. Since customers end up spending 20% to 40% more with companies that engage and respond over social media, this is a big plus.
Kayako’s pricing structure is much simpler — $29 or $49 per agent, per month. You’ll definitely want the upper tier service. The features that make Kayoko so useful are only available at that level. Stand-out features include real-time visitor monitoring, 100 pre-made helpdesk reports, and mobile apps where users can live chat and create tickets without having to call or text.
$1,000-$7,000 one-time (based on number of concurrent users).
All of the aforementioned solutions will work, and will actually work best, for shops with ten or more agents. But Bomgar’s steep price and robust functionality makes it exclusively for larger shops.
Not surprisingly, not only is Bomgar’s pricing totally different, but its offering is as well. Instead of just being a place for tracking tickets, with Bomgar support teams can access clients’ computers, get inside their firewalls, and report back system issues, allowing agents to fix them remotely.
For a full-featured solution, you’re going to pay about $100 per month per agent. This might sound steep, but it’s less than a few hours of that employee’s paycheck, especially once you add in taxes and benefits. If it saves them that much time every month, it saves you money.
Check out “That Works” – SLG’s help desk software directory for a list of options and features to help you choose.