10 Best WhatsApp Helpdesk Softwares for Businesses

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.

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.

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.

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.

4. LiveAgent

LiveAgent is a customer service software that provides helpdesk solutions through multiple channels, including WhatsApp.

5. Zoho

Zoho is a cloud-based business application that offers various collaborative and customer support tools and helps automate business. 

6. Jira Service Management

Jira service management is a centralized platform designed to manage service requests for high velocity teams.

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.

8. Tidio

Tidio is a leading CX platform that offers customer service features like chatbot and live chat to drive business growth.

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.

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.

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.

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.

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