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Top 5 Cost-Effective Cloud-Based Ticketing Systems
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Frictionless experiences are crucial to keep your customers coming back and to outshine your competition.
Now, one of the ways in which you can enable your front line agents to deliver consistent and exceptional customer experiences, is by investing in a robust, cloud-based support ticketing system.
It wouldn’t be wrong to say that cloud-based systems have become omni-present. Consider this stat: Globally, the cloud computing market will surpass $1 trillion by 2028. With businesses spending an average of $1.2 million on cloud services, the investment in cloud-based ticketing systems reflects a broader trend towards digital transformation, aiming to enhance operational efficiency and customer satisfaction.
This is no different in customer service teams. Cloud-based ticketing systems have become mainstay.
Support teams invest in such ticketing systems so that they can handle customer queries on the go – all they need is an internet connection.
In this article, we’ll take a look at some of the top cloud-based ticketing systems and how they can help you enhance customer satisfaction.
What are cloud-based ticketing systems?
Cloud-based ticketing systems are solutions that allow businesses to efficiently manage and respond to customer inquiries, issues, and support requests. These systems operate in the cloud, meaning that they are hosted on remote servers and accessed via the internet, rather than being installed and operated on-premises.
Cloud-based vs on-premise email ticketing systems
5 cost-effective cloud-based ticketing systems for your business
Here is a quick comparison of some of the popular cloud-based ticketing systems.
| Ticketing System | Key Features | Pricing |
|---|---|---|
| Hiver | -Multi-channel help desk that works seamlessly out of your inbox -Knowledge base -SLA management -Notes and @mentions for internal collaboration -Automations -Email management -Comprehensive analytics | Lite:$10 Pro: $26 Elite: $40 Free 6 month plan for startups |
| Freshdesk | -Team inbox -Canned responses -Parent child ticketing system -Intelligent ticket assignment -Chatbot powered by AI | Growth: $29/user/month Pro: $59/user/month. Enterprise: $99/user/month Forever free plan for up to 10 agents Day passes for temporary agents |
| Zoho Desk | -Ticket management -Chatbot powered by Zoho Desk’s AI – Zia -Sentiment analysis -Work modes | Standard:$14/user/month Professional: $23/usr/month Enterprise: $40/user/month Express plan at $7/agent/month Free plan for a team of 3 agents |
| Help Scout | -Shared inbox -Knowledge base -Analytics dashboard | Standard: $20/user/month Plus: $40 /user/month Pro: $65/user/month |
| LiveAgent | -Omnichannel help desk -Live chat -Knowledge base -In-built social media support | Small: $9/user/agent Medium: $29/user/month Large: $49/user/month Enterprise: $69/user/agent Forever free plan for teams with a small budget |
1. Hiver
Hiver is a powerful cloud-based help desk that is built for teams on Google Workspace. It is simple, easy-to-use, and works right inside Gmail.
The platform also allows you to offer customer support across channels such as email, live chat, knowledge base, and voice. You can also effectively manage incoming customer conversations by turning business queries into actionable tasks and assigning them to your support agents. All from the comfort of Gmail.
What we like:
- Highly affordable pricing plans starting at just $15 per user per month. You will find that even the basic plan includes several critical support features such as shared inboxes, live chat, knowledge base, WhatsApp, and more!
- A startup plan that is absolutely free for the first 6 months. After 6 months, you still get a 50% discount!
- Onboarding assistance and 24/7 chat and email support across all of its pricing plans unlike a number of other help desks such as Zendesk.
You might also like: Customer support ticketing system: The complete guide
Did You Know:
Hiver offers a free startup plan for the first 6 months, making it an excellent choice for new businesses looking to streamline their customer support without immediate financial commitments
2. Freshdesk
Freshdesk is a cloud-based customer support software that offers a comprehensive suite of features to help businesses manage customer inquiries, issues, and support requests efficiently. It is designed to streamline customer support processes, enhance collaboration among support teams, and provide a seamless experience for both customers and agents.
What we like:
- A free plan for small businesses that are tight on budgets but still need a customer support system. It has limited support features and can be used by up to 10 agents.
- You can assign what is known as Day Passes to agents who are not part of your core support team and are only needed occasionally. This way any time you expect a spike in tickets, you can assign a Day Pass to unlimited agents for 24 hours.
You might also like: Freshdesk vs Hiver: A complete comparison guide
3. Zoho Desk
Zoho Desk is a cloud-based ticketing system that allows you to offer multichannel support across channels such as email, chat, telephone, and so on.
It offers a robust ticket management system along with analytics and reporting features that allow you to measure and optimize the performance of your support team.
What we like:
- Affordable pricing plans for businesses of all sizes. The plans start at $14 per user per month and go all the way up to $40 per user per month.
- Zoho Desk Express at just $7 per agent per month for small businesses that are just looking to start automating their customer service.
- A free plan that can be used by up to 3 agents and is suitable for teams that have very minimal support needs.
You might also like: Zoho Desk pricing: Does it offer value for money?
4. Help Scout
Help Scout is a powerful customer support tool that allows you to streamline customer conversations across email, live chat, knowledge base, and more.
Aside from this Help Scout also has smart automation features, detailed reporting and analytics, and self-service options to help you offer effective customer support.
What we like:
- Affordable pricing plans that start at just $20 per user per month. You get access to support features such as shared inboxes, live chat, and in-app messaging.
- A startup plan that is free for 6 months and can be used by up to 10 users.
- Up to 100% discount for non-profit businesses that focus on human rights, environmental sustainability, under representation in tech, etc.
You might also like: Help Scout pricing: Does it offer value for money?
5. LiveAgent
LiveAgent is an omnichannel customer service help desk that allows you to seamlessly manage incoming support tickets. The platform offers a variety of features such as a built-in call center, live chat, knowledge base, and social media support.
What we like:
- LiveAgent’s pricing plans start at just $9 per agent per month. The basic plan includes support features such as email account, live chat, and knowledge base.
- You can use the platform for free for a full 30 days before deciding to go ahead and purchase the tool.
- A forever free plan that offers limited support features for businesses that have smaller budgets
- A startup plan for businesses that have a team of no more than 40 employees.
Wrapping up
Exceptional customer support is a non-negotiable for businesses to stay ahead of competition.
Cost-effective cloud-based ticketing systems are invaluable tools in delivering world-class support and are critical for businesses that require efficient yet budget-friendly customer service solutions.
Investing in the right customer support system is all about evaluating your business’s specific needs, objectives, budgets, and a host of other factors. Finding a ticketing system that aligns with your requirements enables you to craft delightful support experiences that leave a lasting impact on your customers, helping you build stronger relationships with them.
FAQs
Here are some frequently asked questions about cloud-based ticketing systems.
- What is Hiver’s pricing plan?
Hiver offers pricing plans starting at $15 per user per month. Additionally, they have a plan for startups that is free for the first 6 months.
2. Is there a forever free option available for small businesses?
Yes, Freshdesk provides a free plan for small businesses, although it has limited support features and can be used for only up to 10 agents.
3. How are cloud-based ticketing systems better than on-premise ticketing systems?
Cloud-based ticketing systems offer several advantages over on-premise ticketing systems:
- Cloud-based systems can be accessed from anywhere. All you need is an internet connection. This ensures workplace collaboration is not restricted by location of teams.
- They are typically more scalable than on-premise solutions, allowing organizations to easily adjust resources based on needs.
- Cloud-based systems often have lower upfront costs compared to on-premise solutions, as there is no need to purchase and maintain hardware.
4. What are the benefits of cloud-based ticketing systems?
Benefits of cloud-based ticketing systems include:
- Easy accessibility
- Scalability
- Lower upfront costs
- Automated updates
- Low maintenance costs
- Improved collaboration
5. How does a cloud-based ticketing system work?
A customer or user raises a question or query through a channel – email, chat, or phone, for instance. This query is converted into a ticket which has a unique identification number. The ticket is then assigned to a agent, who works on it, and then communicates the resolution to the customer.
