The millennial era keeps pushing all the business structures to hold incredible customer service. For the same reason, CRM and HelpDesk software are beneficial tools to help business improve their services.
Both of those two customer service programs show such a huge benefit for business companies with their very own characteristic from one another. Through this article, you will gain new information about both software mentioned.
CRM and HelpDesk Software Overview
To maintain credibility and a positive image, a company must constantly improve its service to attain customer satisfaction. Therefore, many digital tools provide proper systems in order to to help companies solve clients’ problems.
Some of the popular digital software that provides impressive systems to maintain and nurture better customer relationships is CRM (Customer Relationship Management) along with Helpdesk CRM. Although related, the two software have differences.
Customer Relationship Management (CRM)
CRM is basically digital software that manages the company’s relationship and communication with customers. This system’s primary services include client connection maintenance, requiring new customers, and raising the company’s profitability.
CRM tools utilization most likely refers to customer contact management, agent productivity, and sales management. Moreover, CRM tools would maintain customer relationship service through the customer lifecycle, customer service interactions, sales reports, and marketing campaigns.
CRM collected all of the customer’s legible information and contact to access costumes databases easier. This system helps the company to secure files and prevent data loss.
The company’s employees probably need to look for customer information. For the same reason, all employees would hold permission to access the CRM software system by phone, pc, or other devices.
Overview of Helpdesk for CRM
HelpDesk is a system that helps to solve all customers’ issues through emails. The issues include service complaints, confusion about the company’s services, and other matters related to the provided services.
Aside from that, HelpDesk also holds responsibility for the effectiveness of the company’s customer service. Additionally, it provides various tools that would be useful to manage customers’ information.
The appropriate support tools include voice support service, live chat, email, libraries, and customer reporting service. Those features aim to gain trust and customer loyalty to the company’s customer service. Moreover, the HelpDesk would automatically input all information into the database.
Helpdesk CRM is available as an open-source system means, every people eligible to get access permission. It also offers a high-security system to keep all databases safe. For the same reason, companies highly recommended using this system to manage customer data.
How HelpDesk Software Works
CRM and HelpDesk Software has a distinctive working system. Some of the characteristics of HelpDesk software are the following.
- HelpDesk software provides an AI system to quickly learn to see customer issues. In addition, the AI would read all customer needs to solve their problems.
- HelpDesk CRM Software can assign and manage all the requests that come to the system. Additionally, another system in furtherance will track those requests to minimize misunderstandings.
- The third-party system is also available to assist in inputting the submitted problems that need to be solved. Eventually, this program would help increase customer satisfaction and trust in the company.
- HelpDesk software continuously improves its service in collecting data related to customer information. Additionally, all data runs transparently crosswise several systems.
- The Data Analysis within the program would read all customer’s concerns and frequent questions. Then, the HelpDesk software would provide answers based on customers’ problems.
4 Key Distinctions Between CRM and Helpdesk Software
In fact, you can distinguish CRM and Helpdesk software based on the 4 essential points. Here are issues that reflect the HelpDesk and CRM particularity.
| Points | CRM Software | HelpDesk Software |
| Focus | managing and nurturing good relationships with customers. For instance, it collects customer contact, data, and customer satisfaction reports. | handling customer problems by providing numerous ways to solve the issues. Additionally, it would improve the system over time to provide more systems for customers support. |
| Data Management | It uses the data collected by the system to improve customer satisfaction by analyzing them. As a result, this system would help to gain insight and boost the marketing program. | This tool prepares solutions for each customer’s inquiries by tracking the issues through the data that its system collects. The data are the reference to solve those problems. |
| Function | CRM tools are generally used for contact management, data tracking, sending email marketing, and sales report. | Provides customer support system tickets, SLA (Service Level Agreement) application, and all data related to the customer’s issues that need to be solved. |
| Average Price | $40 per agent/month | $50 per agent/month |
CRM and HelpDesk Software Recommendations
Generally, there are numerous HelpDesk and CRM software options to help you manage and process all of the customers’ data and information. According to this list, you would probably reconsider applying for one software for your company’s assistance.
Top 3 Best HelpDesk CRM Software
Nonetheless, tons of CRM software lists are suitable for small businesses. Yet, here is the top 3 CRM software that has been filtered through key categories evaluation.
1. Zoho CRM
First is Zoho CRM, which serves sales pipeline management to your startup company. It is suitable for small businesses with monthly plans that cost around $20 up to $65. However, if you want to apply for the annual subscription, it provides a deduction price and a free trial plan.
Additionally, the system is accessible by any device, including mobile phones. Thus, you could access your system from anywhere else through your Android or iOS.
2. Zendesk Sell
You will get double services if you choose Zendesk Sell. Regardless, you could process the system to track your pipeline, communication history, and collaboration tasks with your team.
Zendesk Sell provides a free basic trial for the first 2 weeks, costing $19 up to $99 per user in the next month. It’s recommended to take the paid subscription plan in case you want unlimited access to its enriching features.
3. Monday.com
The third on the list is Monday.com which serves you the best service for teamwork. This one is ideal for those who need to perform better team collaboration and need collaborative HelpDesk software. Monday.com allows you to track projects your team is working on, add schedules and comments to the files, and attach new files.
Monday.com provides a 14-day free trial program for you to try the free features. If you want to get full access to all tools, you have to pay $60. The amount available for three people in one team and an additional 18% deductible price.
How to Choose the Best Helpdesk CRM Software for Business?
As a business owner, you need to retain excellent relationships with your customers and build intimate communications to get them on your business’ good side. Therefore, you are highly recommended to use CRM and HelpDesk software to help you manage those tasks.
However, you must reconsider some points to decide which Helpdesk CRM software you should use. You should know your team’s needs and features during your CRM software shopping. In addition, you also have to learn about ticketing management, knowledge base, and other aspects to choose the HelpDesk software.