Name: Helprace
Author: Helprace

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

WebOps

Development

Business Intelligence (BI)

Collaboration

Visual Collaboration

VoIP

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

API Management

App Development

Browser

Cloud Storage

Component Content Management

Data Observability

Enterprise Architecture Management

Fraud Detection

Hosted Virtual Desktop

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Interoperability

MLOps

Network Access Control (NAC)

Network Performance Monitoring

Remote Support

Requirements Management

Security Awareness Training

Session Border Controllers

Voice Recognition

Web Application Firewalls

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Content Marketing

Digital Signage

Direct Mail Automation

Email Management

Email Marketing

Event Registration

Marketing Automation

Marketing Resource Management

Online Reputation Management

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Business Caller ID

Professional Services Automation

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Intelligence

Sales

Data Loss Prevention

Insider Risk Management

Security

Commercial Drone

Construction Accounting

HIPAA Compliance

Multiple Listing Service (MLS)

Smart Cities

Utilities

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Freshdesk

Freshworks Inc

Help Scout

Zendesk Suite

Zendesk

Intercom

Salesforce Service Cloud

Salesforce

ConnectWise PSA

ConnectWise

Spiceworks Help Desk

Spiceworks Ziff Davis

Oracle Service

Oracle

LiveAgent

QualityUnit, LLC

Zoho Desk

Zoho

Users who migrated to this software from UserVoice after a significant price increase have been satisfied customers ever since. They have found that the software allows for simple and effective problem-solving for customer complaints and service issues, eliminating the need for tedious phone calls. This has made their customer support more efficient as they can answer customer questions and have the answers searchable for future reference. The software has also provided a great customer help portal with minimal effort required, making it easy for customers to find information on their own. Additionally, the software's agent-like interface allows users to receive messages from around the world at any time, tearing down the walls between traditional CRM, help desk, and community management. It has effectively turned site visits into conversations, making the company truly customer-centric.

Another key use case of this software is its ability to reduce support loads by fueling discussions through a feedback-based community. This feature has been beneficial for maintaining communication with customers and has created an awesome help desk with a self-service portal in one simple app. Customers appreciate being able to look for answers in the community before asking a question, which shows that the company cares about their business. Moreover, internal notes, canned responses, and tags help in building a pool of great replies for faster service. While there are some areas that could be improved, such as the customer support feature, overall, users have had a positive experience with this software. It has proven to be a good fit for their companies by allowing trouble tickets to be handled by the IT department while involving sales reps as agents who can access the community and knowledge base for immediate communication with customers.

Limited free trial: Some users have mentioned that the free trial of the software is lacking and does not provide access to all the full functions. They believe that the free version should showcase the product's full potential in order to properly test it before purchasing.

Lack of features: Several reviewers expressed disappointment in the limited features of the software, stating that it is somewhat barebones. They wish for more features to be added but feel that the company is hesitant to do so.

Subscription model complexity: Users have expressed frustration with the subscription model, stating that they have to subscribe to different parts of the service to have a complete software for customer support. Additionally, during the free trial period, some users were unable to get their customers to email them and found the forums feature slow and ineffective.

Integrated Ticketing System, Forum, and Ideas/Feedback Forum: Users have appreciated the convenience of having all these features in one software. This integration allows for efficient management of customer inquiries and provides a centralized platform for collecting feedback and suggestions.

Simplicity and User-Friendliness: Reviewers have praised the software's ease of use and user-friendly interface. Creating tickets and assigning them to users is particularly highlighted as a valuable feature that simplifies the identification of user requirements.

Consolidated Customer Information and Interactions: The ability to access all customer information and interactions within the customers tab has been found beneficial by users. This feature enables efficient tracking, visualization through graphs/charts, and improved understanding of customer needs.

Helprace is customer service software that combines a help desk, customer feedback community and a knowledge base in one platform. Key features include email integration, ticket productivity tools and a feedback widget. The vendor offers crowd-sourced support as well as on-on-one support in one software.

Truly Free

Targeted

All-In

Growth

Free

Standard

Plus

Company

Helprace

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

Help Desk Software

Helprace

Overview

What is Helprace?