According to Gartner, more than 70% of CX (Gartner) leaders struggle with retaining customers. Ineffective support procedures and in-house processes lead to customer dissatisfaction.
Helpdesk software acts as a primary touchpoint to address this array of CX issues. However, to make helpdesk tools more accessible and functional, WhatsApp has emerged as a preferable platform.
Indeed, 80% of customer service companies are predicted to move from native mobile apps to messaging (Gartner).
With features like instant messaging and centralized ticketing, WhatsApp helpdesk software can deliver faster and hyper-personalized support.
This blog covers the top 10 WhatsApp helpdesk software and their top features to help your company scale its CX. Read on!
What is WhatsApp Helpdesk software?
WhatsApp Helpdesk software is a customer support tool that integrates WhatsApp messaging into a centralized platform.
It enables businesses to handle customer queries efficiently by:
- Automating responses
- Smooth ticketing
- Handling multiple conversations simultaneously
- Offering a streamlined workflow
For example, a business using WhatsApp Helpdesk software can automatically assign incoming queries to the right agents, reducing response time and improving resolution efficiency.
A clothing retailer, for instance, can use automated chatbots to answer common questions about order tracking, refunds, and sizing while complex issues get escalated to human agents. This ensures customers receive timely assistance without overwhelming the support team.
What should you look for in the WhatsApp Helpdesk software?
When choosing a WhatsApp helpdesk software, businesses must look for advanced features that boost CX.
Here are some of the top WhatsApp helpdesk features that businesses must consider to make a well-informed choice:
1. Centralized ticketing
Centralized ticketing is the cornerstone of building an efficient customer support system. It allows teams to track and resolve customer inquiries in one place.
When a customer sends a message on WhatsApp, it should automatically convert into a ticket that your agents can prioritize and assign based on urgency or complexity. This eliminates the risk of inquiries falling through the cracks and ensures every customer receives timely assistance.
Additionally, the ability to categorize tickets helps identify frequently occurring issues.
2. Real-time messaging
A Forbes survey reported that two-thirds of customers considered speed as important as price.
In the case of WhatsApp helpdesk software, real-time messaging helps support teams communicate with customers instantly. WhatsApp chatbots' inherent instant messaging system makes conversations more interactional and less transactional.
3. Knowledge base
A knowledge base is a centralized repository that usually offers:
- Frequently asked questions
- Product information
- Troubleshooting guides
Businesses need to look for WhatsApp helpdesk software that incorporates a knowledge base to support their agents and help customers find common answers.
4. Message routing
Remember that as businesses grow, so does the volume and diversity of customer queries. Hence, implementing a message routing feature allows your helpdesk software to direct incoming messages to the appropriate agents based on predefined criteria.
For instance, billing-related questions can be sent to the finance department, and IT personnel can handle technical assistance concerns directly. This improves response times and raises the likelihood that problems will be successfully resolved on the first contact itself.
5. Automated notification
Automated notifications can enhance CX by keeping customers informed about important updates. Whether it's an order status update or an appointment booking confirmation, timely notifications help customers feel valued and reduce uncertainty.
For instance, if customers place an order, they should instantly receive an acknowledgment and update as the order progresses. Automating these notifications frees your support team and allows them to focus on more pressing customer inquiries.
6. Personalized responses
81% of consumers favor businesses that deliver a personalized experience, and 70% believe it is vital for employees to be updated on their identity and previous interactions with the company. Hence, customized responses can set your business apart from the competition.
Helpdesk software should enable agents to personalize interactions by accessing customer-specific data during conversations.
7. Performance metrics
To continually improve your customer support operations, you need a helpdesk software that offers insights into KPIs like:
- Response times
- Ticket resolution rates
- Customer satisfaction scores
These insights will help you find gaps in customer support offerings and optimize plans accordingly.
Top 10 WhatsApp helpdesk software
Here is a detailed account of the top 10 WhatsApp helpdesk tools, along with their key features, pros, cons, and reviews to help you find the top pick that aligns with your business goals:
1. Gallabox
Gallabox is a no-code, conversational platform that offers advanced WhatsApp tools for top-notch customer communications. From service bookings to order tracking, the Gallabox WhatsApp chatbot helps scale customer services to new heights.
Key Features
- No code set up: Helps develop automated customer engagement workflows using a visual builder that doesn't require any code.
- ChatGPT connector: Delivers human-like conversations to ensure meaningful and personalized customer interactions.
- Conversational workflows: Offers simple drag-and-drop chatbots for interacting with customers 24/7.
- Contact assignment: Automatically assigns queries to customer agents based on parameters like location, expertise, time zone, and more.
- Predefined templates: Provide interactive messages tailored for different situations to resolve potential customer queries.
- Multi-agent login: Allows multiple agents to handle customer interactions using one WhatsApp number.
Pros
- Boosts customer service efficiency by routing queries to the right agent available.
- Ensure a smooth customer interaction by fetching data from multiple platforms with the help of bot connectors.
- Provides easy service booking facilities with integrated payment options.
- Automates order tracking and sends timely notifications to ensure operational efficiency.
- Offers a robust stack of high-end integrations with platforms like Razorpay and Shopify.
Cons
- Users may experience an initial learning curve while navigating advanced features
Reviews & ratings
- G2: 4.6/5 (150+ reviews)
- Capterra: 4.5/5 (Not enough reviews)
2. Odoo
Odoo is an open-source enterprise resource planning (ERP) system that aids in business management. It offers excellent WhatsApp integration to help businesses improve their customer services.
Key Features
- Ticket allocation: Automatically assign incoming customer queries to expert representatives.
- Ticket creation: Automatically fetches details and easily creates tickets from WhatsApp communications.
- Automated replies: Provides instant responses to customers through 24/7 computerized responses.
Pros
- Caters to a broad spectrum of company sizes
- Highly customizable workflows with easy scalability options
Cons
- Involves a learning curve for complex integrations
Reviews & ratings
- G2: 4.3/5 (290+ reviews)
- Capterra: 4.2/5 (1220+ reviews)
3. Freshworks
Freshworks is customer support software that offers omnichannel services to help businesses consider a fresh approach to CX. It offers robust chatbots and intelligent self-service options to boost query resolution times.
Key Features
- Advanced ticket management: Transfers customer inquiries to available agents.
- Knowledge base: Enables quick query resolution through information-rich FAQs and resources.
- Self-service integration: Helps businesses deploy chatbots and enable self-service using WhatsApp numbers via Freshchat/CSS.
Pros
- Affordable pricing tiers for small to medium-sized businesses.
- User-friendly interface simplifies customer support management.
Cons
- Advanced features can be complex to set up
Reviews & ratings
- G2: 4.5/5 (7750+ reviews)
- Capterra: 4.5/5 (3370+ reviews)
4. LiveAgent
LiveAgent is a customer service software that provides helpdesk solutions through multiple channels, including WhatsApp.
Key Features
- Automated ticket distribution: Combines advanced ticketing features like mass actions and audit logs for smooth operations.
- Universal inbox: Centralizes emails, calls, social media, and chats into one dashboard to boost agent efficiency.
- Canned responses: Offers pre-written text responses for FAQs.
Pros
- Collects all available WhatsApp conversations and transforms them into help desk tickets.
- Boosts CSAT with customized workflows and template WhatsApp messages.
Cons
- Lack of advanced features compared to other LiveAgent communication channels.
Reviews & ratings
- G2: 4.5/5 (1510+ reviews)
- Capterra: 4.7/5 (1670+ reviews)
5. Zoho
Zoho is a cloud-based business application that offers various collaborative and customer support tools and helps automate business.
Key Features
- Automation: Automate WhatsApp notifications based on workflow rules for specific actions.
- WhatsApp message template: Create customized message templates and configure them with categories.
- Message filtering: Set criteria to view high-priority messages or those left unanswered for long.
Pros
- Alerts CRM users when a client sends a WhatsApp message for quick response.
- Apply specific filters and establish criteria to view customer messages quickly.
Cons
- The pricing model may not be convenient for certain business sizes
Reviews & ratings
- G2: 4.1/5 (2730+ reviews)
- Capterra: 4.3/5 (6920+ reviews)
6. Jira Service Management
Jira service management is a centralized platform designed to manage service requests for high velocity teams.
Key Features
- Multimedia support: Facilitates agents to record voice notes using Jira and send them back to customers using WhatsApp.
- Agent routing: Enables agents to respond to WhatsApp messages and share images directly from Jira Service Management.
- Ticket generation: Help businesses to automatically generate tickets from WhatsApp messages.
Pros
- Provides omnichannel support to elevate customer engagement.
- Integrates a customizable WhatsApp bot into your workflows for prompt responses.
Cons
- Lacks functions like ticket splitting and merging
Reviews & ratings
- G2: 4.2/5 (779+ reviews)
- Capterra: 4.5/5 (700+ reviews)
7. Hiver
Hiver is a help desk software that provides a wide range of integrations including WhatsApp to help businesses drive customer interactions across their preferred channels.
Key Features
- Assignment and routing: Messages are automatically routed to the relevant department according to preset guidelines.
- File sharing: Allows seamless file sharing with the customer without any back and forth.
- Internal notes: Equips team members to immediately provide context to the discussion.
Pros
- Permit several representatives to oversee a WhatsApp group.
- Receive alerts for incoming WhatsApp messages in real time.
Cons
- May be more expensive for small teams
Reviews & ratings
- G2: 4.6/5 (1170+ reviews)
- Capterra: 4.7/5 (110+ reviews)
8. Tidio
Tidio is a leading CX platform that offers customer service features like chatbot and live chat to drive business growth.
Key Features
- AI-powered chatbots: Reduces conversational blockers by ensuring 24/7 availability and quick response time.
- Personalized support: Uses WhatsApp phone numbers to identify current customers and presents their complete information for personalized support.
- Custom profiles: Collect customer information like names and address at one location for tailored communications.
Pros
- Allows multiple agents to offer support at the same time for maximized operational efficiency.
- Offers high-end integrations across multiple platforms to assist agents.
Cons
- Complex interface for new users
Reviews & ratings
- G2: 4.7/5 (1619+ reviews)
- Capterra: 4.7/5 (460+ reviews)
9. HappyFox
HappyFox is a cloud-based software-as-a-service (SaaS) that equips businesses with high-end tools to manage ticketing and customer services.
Key Features
- Categorize threads: Helps to track conversations with the appropriate team regarding sales and billing.
- Quick response: Add action items to the content and tag teammates for quick response.
- Ticketing workflows: Helps in managing high-volume conversations and provides instant support updates.
Pros
- Enhances the productivity of customer service representatives catering to WhatsApp-focused markets.
- Provides excellent WhatsApp solutions for global companies that require mobile-first communication.
Cons
- Limited reporting and integration challenges
Reviews & ratings
- G2: 4.5/5 (130+ reviews)
- Capterra: 4.6/5 (90+ reviews)
10. BoldDesk
BoldDesk is a cloud-based customer service software excellent for startups and small and medium-sized businesses (SMBs). It enables real-time engagement with customers through WhatsApp integration.
Key Features
- Multi-Media communication: Improve communication and the general customer experience by sharing text, photos, videos, documents, and more with convenience.
- Team-based assignment: The chat is instantly assigned to a group depending on your settings when the user begins the message from WhatsApp.
- Template messaging: Facilitates meaningful conversation with customers by using pre-built templates.
Pros
- Instantly notifies and connects with support agents for smooth transition.
- Allows businesses to configure multiple phone numbers in the helpdesk WhatsApp integration.
Cons
- Cost increases as you move from basic to advanced plans
Reviews & ratings
- G2: 4.6/5 (N/A)
How to choose a WhatsApp Helpdesk software for my business?
Choosing the right WhatsApp Helpdesk software for your business is a significant decision that can impact your operational efficiency.
Here are some of the top aspects you need to consider while choosing a WhatsApp helpdesk software for your company:
1. Define your budget
Let's start by discussing the budget. Decide how much you're willing to spend before you begin looking at the features of different WhatsApp helpdesk tools.
Deciding on a budget up front will help you reduce your alternatives because prices might vary greatly depending on the features. Take into account all of the software's expenses such as
- Subscription fees
- Possible setup costs
- Training costs (if any)
2. Assess your specific customer service requirements
Next, consider your unique customer service requirements. Do you manage a larger business that needs to handle numerous requests at once, or are you a small startup handling a few queries every day?
Knowing how your team works and what kinds of problems customers typically face will help you decide which features are essential.
For instance, if you handle complex inquiries, you might need advanced ticket management. On the other hand, quick-response businesses may prioritize automation features like chatbots.
3. Think about your company's size
Another important consideration is the size of your company. You might not require an all-inclusive solution with capabilities you won't utilize if your team is small.
However, purchasing software that supports numerous agents and departments might significantly increase efficiency if you are part of a large-scale organization. Seek out technologies that can cater to your current team size and also grow with your company.
4. Assess the needs for scalability
Speaking of expansion, you should absolutely think about scalability. Your needs for customer service will probably grow as your company does. Select scalable helpdesk software!
This entails having no trouble adding new users or upgrading to more sophisticated plans. With a scalable solution, you can make prudent investments now and get ready for future needs without having to replace systems later.
5. Look for integration capabilities
Today, no software operates in a silo. You likely use a variety of tools like CRM systems or e-commerce platforms. The right WhatsApp Helpdesk software should easily integrate with these applications to create a seamless customer support ecosystem.
For example, connecting your helpdesk software to a CRM that your sales team uses might provide your agents with useful customer information during customer calls. You can increase the quality of your services and save time by being compatible with other platforms.
6. Give user-friendly features priority
Next, pay attention to the user experience. Selecting software that is easy to use and intuitive will enable your support staff to become proficient. You don't want your agents to spend more time figuring out the program than helping consumers, after all.
Before making a choice, look for an interface that is simple for your team to use, and think about asking for samples or demos to observe how your employees use the application.
7. Ensure Compliance and Security
WhatsApp handles significant customer data, therefore it's important that the helpdesk software you choose complies with applicable regulations and has strong data security features.
If you operate in an area where rules like the CCPA or GDPR are in effect, look for solutions that adhere to these standards. To protect your company and client data, you should also ask about
- Data encryption
- Secure access controls
- Backup solutions
8. Check for customer support and resources from the provider
Now, let’s discuss the support aspect of the software you’re considering. After investing in a new tool, you will want to know that you can reach someone if things go awry or if you need help optimizing the software.
Assess the degree of customer service the software provider offers:
- Do they provide email or live chat assistance?
- Are there resources such as user forums and tutorials?
Your experience can be substantially improved by a trustworthy provider, particularly in times of difficulty.
9. Read reviews and gather feedback
Lastly, don't undervalue the influence of community feedback. Spend some time reading reviews from real users before choosing a helpdesk program. Social media or platforms such as G2 or Capterra can offer valuable insights into the experiences of other organizations.
Observe recurrent themes in the evaluations, both favorable and unfavorable, as these might provide important insights into the software's features and possible drawbacks.
Enhance customer support efficiency with WhatsApp helpdesk software!
Businesses are increasingly placing a strategic emphasis on customer care. Hence, WhatsApp helpdesk tools have emerged as a potent solution to offer streamlined customer experiences.
From improving response times to nurturing meaningful conversations, these helpdesk tools are transforming customer service experiences with a holistic approach.
For businesses looking to drive CX with an all-encompassing helpdesk solution, head out to Gallabox! From streamlining customer engagement workflows to assigning leads, we offer a wide suite of WhatsApp helpdesk solutions,
Start your free trial right away to explore our WhatsApp Business API features and more!
WhatsApp Helpdesk Software FAQs
How can WhatsApp helpdesk software improve customer support?
WhatsApp helpdesk software helps in customer support by enabling real-time communication with customers via their preferred messaging platform. It helps in easy ticket management and automated responses.
Is it difficult to set up WhatsApp helpdesk software?
Most WhatsApp helpdesk software solutions are easy to set up and user-friendly. Many providers offer step-by-step installation guides and support resources to make the process seamless.
What features should I look for in the best WhatsApp helpdesk software?
When selecting the best WhatsApp helpdesk software, look for features such as multi-agent support, automated responses, integration with CRM systems, user-friendly dashboards, etc.
