HelpDesk vs UserEcho Comparison

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

HelpDesk

Help Desk Software

4.4 50 user ratings

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86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

UserEcho

Help Desk Software

4.4 22 user ratings

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Overview

Description	HelpDesk is a ticketing tool that functions as a help desk software that aids the customer management efforts of organizations. The tool seamlessly blends together all email communication by converting every email into tickets and organizing them. Users can also collaborate with team members, assign the generated tickets to the right stakeholders, and deploy features like tags and private notes to manage the tickets. They can also browse old messages to find any required details. HelpDesk also uses established security practices to encrypt, process and store every piece of conversation. Users can sign up for free for a trial period and the basic plan consists of features such as unlimited users, email channels with a shared inbox, all the collaboration tools, canned responses, high security, as well as chat and email support. Other features include categories, filters, smart search, ticket details, attachments, statuses, spam filters, and more. Read more	UserEcho provides customer engagement solutions, which help you to communicate effectively and resolve the needs of any business. We work with multiple industries all around North America, Europe, and Asia. UserEcho provides a convenient interface for support agents allowing them complete control to perform support in one place from omnichannel requests. Give your customers a tailored customer support experience. It is not a secret that people are willing to pay more for brands providing them with better customer service. Scale your support with our easy-to-use multi-agent ticketing system. Help your agents to become more efficient and productive. Read more
Pricing Options	Free Trial Available Starts at $29.0. Offers Custom plan.	Free Trial Available Starts at $19.00.
SW Score & Breakdown	93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 98% Reviews 78% Momentum 67% Popularity 76%	86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 98% Reviews 73% Momentum 61% Popularity 75%
SaaSworthy Awards	# 17 Most Popular # 7 Fastest Growing	# 20 Fastest Growing

Features

Total Features	17 Features	17 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud	SaaS/Web/Cloud
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	4.4/5 50 user ratings	4.4/5 22 user ratings
Rating Distribution	Excellent 68% Very Good 16% Average 8% Poor 0% Terrible 8%	Excellent 50% Very Good 45.5% Average 0% Poor 0% Terrible 4.5%
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Pricing

Pricing Options	Free Trial Available Starts at $29.0. Offers Custom plan.	Free Trial Available Starts at $19.00.
Pricing Plans Monthly Plans Annual Plans	Team $29.00 $34.00 per user / month Business $50.00 $59.00 per month Enterprise Custom	UserEcho $19.00 $25.00 per month
	View Detailed Pricing	View Detailed Pricing

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