Name: SoftBCom Help Desk
Price: 19 USD
Author: SoftBCom

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Quality Management

Smart Spaces

Supply Chain Visibility

Enterprise

Accounting

Loan Origination

Finance and Accounting

401(k)

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

App Development

Bug Bounty

Cloud Storage

Data Center Outsourcing (Canada)

Data Observability

Data Replication

Debugging

Desktop Management

Encryption Key Management

Fraud Detection

HTML Editors

Industrial IoT

Integration Platform as a Service (iPaaS)

Load Balancing

MLOps

Machine Learning

Managed Security Service

Network Performance Monitoring

Network Troubleshooting

Process Mining

Secure Access Control

Secure Web Gateway

Software Defined Storage (SDS)

Static Code Analysis

Threat Hunting

Virtual Desktop Infrastructure (VDI)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Signage

Email Management

Email Marketing

Grant Management Software

Marketing Automation

Public Relations (PR)

Real-Time Interaction Management

Social Login

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales Dialer

Sales

Microsegmentation

Video Surveillance

Security

HIPAA Compliance

Insurance Suites

Restaurant Management

Tax Practice Management

Vertical-Specific

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Front

### Ticket Management
Users appreciate the ease of ticket creation and the quick response times from the support team at SoftBCom Help Desk. The system allows for efficient collaboration among colleagues and provides a clear overview of ticket processing. However, some users have raised concerns about the limitations, such as difficulties in managing multiple users working on the same ticket and challenges in handling email forwarding and attachments within the system. Despite these drawbacks, users acknowledge the potential for increased productivity if certain features were enhanced or added to the ticket management system.

### Customer Interaction
While some users appreciate the efficiency of customer interaction within SoftBCom Help Desk, particularly in terms of ticket management and collaboration with colleagues, others highlight drawbacks such as the inability to easily forward messages and manage signatures. The platform's ability to streamline customer communication is acknowledged, but concerns about the complexity of certain tasks and limitations in message handling persist among users.

### User Experience
Users appreciate the straightforward ticketing system and the intuitive nature of SoftBCom Help Desk, making it easy for them to navigate and manage tasks efficiently. The platform's simplicity in setting filters and swift processing of requests are highlighted as key strengths by reviewers. Additionally, users find the software's professional layout and clear design contribute to a positive user experience. Despite some minor issues that are promptly resolved by the service team, overall, users find SoftBCom Help Desk to be user-friendly and conducive to efficient workflow management.

### Usability and Accessibility
Users appreciate the intuitive design and user-friendly interface of SoftBCom Help Desk, making it easy for both beginners and experienced users to navigate effortlessly. The software's accessibility features have been commended for streamlining daily tasks and facilitating efficient communication among colleagues. However, some users have pointed out minor drawbacks, such as the inability to forward messages easily, which can impact the professional appearance and efficiency of message handling within the platform. Despite these minor issues, the overall consensus leans towards SoftBCom Help Desk's strong usability and accessibility attributes.

User-Friendly Interface: Many users have praised SoftBCom Help Desk for its user-friendly interface, stating that it is easy to navigate and use effectively. They appreciate the software's intuitive design, which does not require extensive training or technical knowledge to operate.

Wide Range of Useful Features: The software has been commended for its wide range of useful features by several users. They find these features valuable and beneficial in efficiently managing their help desk operations. SoftBCom Help Desk provides them with the necessary tools and functionalities to address customer queries and resolve issues effectively.

Efficient Support Team: Users have been impressed with the quick response time of SoftBCom Help Desk's support team. Several reviewers have mentioned that whenever they encountered any issues or required assistance, the support team promptly addressed their concerns and provided them with the necessary guidance. They appreciate the efficiency and responsiveness of the support team in resolving their queries.

Pricing: Some users have expressed that they found the pricing of SoftBCom Help Desk to be on the higher side compared to similar solutions in the market. They feel that the software could be more competitive in terms of cost.

Theme and Design: Several reviewers have mentioned a desire for improvement in the theme and design of SoftBCom Help Desk. They find the current interface unappealing or outdated and would prefer a more visually pleasing and modern design.

Interface Customization: A number of users have expressed frustration with the lack of customization options for the interface of SoftBCom Help Desk. They feel restricted by the limited ability to personalize their user experience according to their specific needs and preferences.

Customers have found SoftBCom Help Desk to be a valuable tool for efficiently managing their help desk operations. With this software, users are able to track and prioritize customer support tickets effectively, ensuring that no query or issue goes unnoticed. The streamlined communication channels provided by the software have also helped businesses improve their overall customer service experience. Users appreciate the easy-to-use interface of the software, as it allows them to navigate through the system effortlessly and quickly respond to customer inquiries.

One key use case of SoftBCom Help Desk is its reporting and analytics features, which users find valuable for tracking performance and identifying areas for improvement. By analyzing data and generating reports, businesses can gain insights into their support team's productivity and identify patterns in customer queries. This facilitates data-driven decision-making and enables companies to continuously enhance their support services.

Collaboration among team members is another benefit of SoftBCom Help Desk. The software allows multiple team members to work together on resolving customer issues, streamlining the process and ensuring that customers receive timely and satisfactory resolutions to their queries and problems. Additionally, the ability to customize the software according to specific business needs and workflows has been appreciated by users, as it enables them to tailor the system to fit their unique requirements.

Overall, SoftBCom Help Desk has proven to be a reliable and stable solution for businesses seeking to improve their help desk operations. Customers rely on its uninterrupted functionality, ensuring that they can consistently deliver prompt and efficient support services.

Basic

Team

Free

ENTERPRISE

Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.

Fin with your current helpdesk

Fin with Intercom’s Helpdesk

Copilot add-on

Proactive Support Plus add-on

The Early Stage program

Fin by Intercom

SoftBCom Help Desk

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

SoftBCom

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.

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