Nowadays, with just a few taps on our smartphones, we can order a ride, buy groceries, or even book a vacation. All without speaking to a single human. This expectation of instant gratification and self-reliance reshapes how we approach customer service. We want to feel in control of our experiences, including problem-solving. A self-service help desk offers exactly that.
Studies show that positive customer service experiences influence 80% of customers to purchase again. This shows how important it is to have systems in place that streamline customer service interactions.
As technology continues to evolve, so will customer expectations. We’ve compiled a list of the top 10 self-service help desks to help you anticipate incoming trends. We’ve also analyzed them so that you can choose the best customer portal software for your business.
A self-service help desk is a customer support platform. It is designed to empower customers to access information and resolve issues independently. That is, without the direct assistance of customer support agents. Its primary purpose is to improve customer satisfaction and reduce the workload on support teams.
Here are the key features of a digital self-service portal.
Consider the following factors when choosing a self-service help desk:
Let’s take a closer look at the industry’s best customer self-service help desk examples.
Image source: support.zendesk.com
Zendesk is one of the best self-service help desks due to its comprehensive features and user-friendly interface. Through fast-response messaging, Zendesk ensures that your customers can easily find solutions to their queries.
Pros:
Cons:
Zendesk powers Buffer’s Help Center, which features innovative and visually striking menu boxes. Each is tailored to specific topics. These boxes contain links that lead to various subsections, providing users with a curated list of resources.
Image source: support.buffer.com
Image source: freshworks.com
Freshdesk is a product by Freshworks. It is a customer service portal software featuring a support desk, omnichannel suite, and customer success platform. It also provides advanced self-service options such as knowledge bases and forums.
When debating Freshdesk versus Zendesk, Freshdesk is usually a preferred choice for small- to medium-sized businesses. It offers more affordable pricing plans.
Image source: zoho.com
Zoho Desk is a cloud-based platform. It offers customer portal solutions like knowledge bases and contextual AI. It supports communication across many customer contact channels, such as email, phone, and social media.
Image source: salesforce.com
Salesforce Cloud Service offers a comprehensive platform for managing customer service operations. Integration with other Salesforce solutions like Marketing Cloud creates a unified approach to CRM across the entire organization.
Heathrow Airport relies on Service Cloud to track interactions from all channels. The insights help customer support agents identify areas for improvement in service quality and efficiency. For instance, they’ve created knowledge base articles and FAQs for passengers to address common queries.
Image source: heathrow.com
Image source: servicenow.com
ServiceNow delivers solutions for IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). It extends beyond traditional help desk ticket management. It also includes problem management and service catalog management within its ITSM module.
With ServiceNow’s support, BASF, the world’s biggest chemical company, has transitioned to a single enterprise service platform. By leveraging self-service capabilities, BASF has reduced invoice-related inquiries by over 60% and accelerated resolution times by 50%.
Image source: learn.microsoft.com
Microsoft’s customer service platform helps manage customer interactions and support across different channels.
Image source: newbreedrevenue.com
HubSpot Service Hub offers a convenient client portal, empowering customers to access support features such as website live chat, help desks, and ticketing.
Image source: liveagent.com
Image source: gladly.com
Gladly positions itself as a “natively built-in self-service” solution. It offers a smart chat widget and a help center to streamline customer inquiries. The platform stands out for its focus on reducing inbound customer requests through localized support options.
Image source: helpscout.com
Help Scout is user-friendly help desk software designed especially for smaller businesses. It offers accessible features without complex setups. With Help Scout, you can automate email responses, provide self-service support, and integrate live chat into your website.
So you’ve decided on your preferred self-service help desk. Great! There are certain steps that you should now follow for a smooth customer experience with your self-service portal. Alina Petcu, technical writer at Textmagic, advises why you should start with a knowledge base:
“Maintaining an accurate knowledge base is essential for a successful self-service portal. Regularly updating your help center with the latest product information will keep your content relevant and ensure that the portal effectively supports and engages your customers. And, when in doubt, always ask for user feedback — this will help you create relevant content for their needs and address their most common pain points with your product.”
The following practices ensure that customers can find the information they need to solve issues on their own.
Consider these strategies to promote customer adoption of self-service portals.
Predictions indicate that self-service applications will continue to evolve. Get ready for more intuitive interfaces, AI-driven solutions, and proactive support that anticipate your needs before you ask. Expect self-service solutions to extend to industries beyond traditional customer service, such as healthcare and education.
To prepare for these customer service trends, embrace innovation and adapt to the shifting customer needs. Explore the available self-service help desks to stay ahead of the curve and tap into new markets. Prioritize ongoing training and upskilling initiatives to equip employees with the necessary skills to leverage these self-service tools.
Iustina is a curious copywriter with an analytical mind and a demonstrated history in the advertising industry. She likes mixing words with data and is passionate about human behavior. When she's not at her work desk, you'll probably find her enjoying refreshing tea flavors, spilling stories on paper, or binge-watching true-crime documentaries.
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