News : Rankings of the Best Help Desk Platforms, Based on User Reviews
Highland Park, IL -- The updated Grid? report for help desk software, published today by business software review platform G2 Crowd, ranks 10 products to help purchasers in their selections.
Zendesk, Desk.com and Freshdesk were named Leaders in the report, receiving high customer satisfaction scores with a large market presence. TeamSupport, HappyFox, Help Scout and Agiloft earned high customer satisfaction scores with a smaller market presence than Leaders, and were named High Performers. TeamSupport earned the highest overall customer satisfaction score.
Many users wrote that having a well-organized system with a simple interface and low learning curve was an important aspect of their help desk software. In addition, a number of users - especially help desk software administrators - wrote about the need to be able to customize their tool to fit processes specific to their industry.
The Grid? was created from G2 Crowd’s software review platform, which compiles customer satisfaction as reported by users, along with vendor market presence as determined from public and social data, to rank products. The Summer 2015 report is based on data from more than 700 reviews written by business professionals.
Of the nearly 50 products vendors listed in G2 Crowd’s Help Desk: Best in Breed category, the 10 ranked products each received 10 or more reviews to qualify for inclusion on the Grid?.
Across all help desk tools, reviewers reported the product they use meets their requirements at an average rate of 86%, and on average reviewers said they were 88% likely to recommend the product they use. The two highest-rated features, on average, were the ticket creation user experience and email to case, both at 91 percent. Reporting and Analytics-related features were, on average, the lowest rated at 80 percent.
Posted by Veronica Silva Cusi, news correspondent
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About G2 Crowd, Inc.:
G2 Crowd, the world’s leading business software review platform, leverages its 33,000-plus user reviews to drive better purchasing decisions. Technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Co-founded by the founder and former executives from SaaS leader BigMachines and backed by more than $4.5 million in capital, G2 Crowd aims to bring authenticity and transparency to business technology research.
Published: Wednesday, July 22, 2015
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