4 Best Help Desk Solutions With Excellent Customer Service and Support Ratings

There are hundreds of different vendors to choose from when you’re looking for help desk solutions, and when it comes to choosing a vendor, customer support should be top of mind.

Knowing which vendors have the best customer support helps you feel better about trusting them with your business’ well being. Understanding how quickly they respond to questions or concerns, how they let you know about their new functionality, or what kind of service you get for the price you pay are all important to know before signing on to use their software.

That’s why we’ve analyzed thousands of real user reviews to see how people feel about the customer support* provided by help desk vendors. After narrowing down the top four, we took a look at all of the comments and calculated a “Sentiment Score” for each product.

What is a Sentiment Score?

Think of the Sentiment Score as a numerical representation of how real users of the software rate and review it. The score is a rating of how positive the comments for a product or the features of a product are. Rave reviews get a higher score, lukewarm reviews a lower score, poor reviews get a negative score—all on a scale of 1 through 10.

The 4 best in customer support help desk solutions

Presented in alphabetical order, here are the top four products with the highest customer support sentiment across all reviewed help desk solutions.

Asset Panda

Sentiment Score: 7.12 (out of a possible 10)

Mentions of customer support in reviews: 84

Percent of mentions that are positive: 95%

Asset Panda is a cloud-based platform that helps users with auditing, facilities management, equipment support ticketing, compliance, and purchase order management. Support is available via chat, email, and phone. Pricing is either per asset or per user.

Asset Panda users have nothing but praise for the usability of the product and the responsiveness or their customer support. The vendor has received praise surrounding how friendly service their reps are.

Asset Panda’s customer support sentiment score

Curious how much reviewers like Asset Panda’s customer support in relation to other help desk solutions? Compared to the average help desk solutions reviewed, Asset Panda is ahead of the competition with an impressive 7.12 out of 10, and has the second-highest sentiment score among help desk solutions reviewed.

The Sentiment Score for Asset Panda (out of a possible 10) as compared to all other products

The breakdown of sentiments shows that not a single reviewer had a negative thing to say about Asset Panda. Any mention of customer support that wasn’t positive was neutral—quite the feat!

Interested in learning more about what Asset Panda has to offer? We’re here to help with more insights and detailed reviews here.

ConnectWise Control

Sentiment Score: 6.84 (out of a possible 10)

Mentions of customer support in reviews: 70

Percent of mentions that are positive: 96%

ConnectWise Control is a cloud-based operations management solution that allows technicians to perform remote support and gain remote access. It acts as a meeting point for technicians and customers, allowing customers to receive solutions without phone or chat sessions.

The solution’s remote support allows users to remotely view and control devices. Users can create and manage sessions from a customizable and brandable centralized control panel.

ConnectWise Control is available on an annual subscription basis that includes support via phone.

Reviewers praise ConnectWise Control’s support team’s quality and quickness, the ease of use of the software, and how approachable and easy they are to get ahold of whenever an issue arises.

ConnectWise Control’s customer support sentiment score

To find out how reviewers like ConnectWise Control’s customer support, we compared how often customer support and service were mentioned.

With a 6.84 out of 10, ConnectWise Control handily outpaces the average help desk solution’s sentiment score. ConnectWise Control reviewers have found their customer support team to be better than that of most other help desk solutions.

The Sentiment Score for ConnectWise Control (out of a possible 10) as compared to all other products

Users who reviewed ConnectWise Control responded overwhelmingly positively with regard to their customer support. With only a handful of neutral or negative comments, reviewers consistently speak to a positive customer experience.

If you think ConnectWise Control might be the right software solution, take a look at what other reviewers are saying about them here! Also read more about why ConnectWise Control made our FrontRunners list this year.

HelpCrunch

Sentiment Score: 6.92 (out of a possible 10)

Mentions of customer support in reviews: 38

Percent of mentions that are positive: 92%

HelpCrunch is a customer communication platform combining live chat, email marketing automation, and a help desk, all within one solution.

The help desk module can organize all customer communication, prioritize actions, distribute tasks and manage each customer case.

Pricing is tiered, based on the number of agents and emails.

HelpCrunch’s customer support representatives are often cited as readily available, friendly, and responsive. Reviewers also appreciate the breadth of features the software provides.

HelpCrunch’s customer support sentiment score

Like the software solutions above, we looked at all the reviews where customer support and service were mentioned and compared that to all other help desk software solutions.

HelpCrunch’s impressive sentiment score edges out the average help desk solution based on the number of positive comments they receive about their customer support.

The Sentiment Score for HelpCrunch (out of a possible 10) as compared to all other products

After a deep dive into the individual comments about HelpCrunch, we found 92% of reviewers had nothing but stellar things to say. A general theme we found was that the software was easy to use, which might explain the neutral comments.

Interested in finding out what other features HelpCrunch offers? Check out their profile page here!

Help Scout

Sentiment Score: 6.96 (out of a possible 10)

Mentions of customer support in reviews: 21

Percent of mentions that are positive: 96%

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships.

Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal templates to manage. The reporting feature helps users measure team performance, spot trends, and monitor customer happiness.

Help Scout lets users see which emails are being addressed in real time, so that team members do not respond to the same customer twice. Users can also assign conversations instead of forwarding them to coworkers to eliminate steps in the process.

Along with praise for the software’s usability, reviewers appreciate the customer support team by calling out their friendly, responsive, and helpful behaviors.

Help Scout’s customer support sentiment score

Let’s take a look at Help Scout’s Sentiment Score and compare it to other Help Scout software. They edge out the average positive sentiment compared to other help desk solutions by nearly a quarter of a point. When you’re analyzing thousands of reviews, that’s a wide margin!

The Sentiment Score for Help Scout (out of a possible 10) as compared to all other products

After our deep dives into the reviews for Help Scout, we found that reviewers had absolutely nothing negative to say about Help Scout’s customer support. You heard us right: nothing, zero, zilch. And with only a few comments being neutral, that’s nothing but good news.

Think Help Scout might be right for your business? Check out what other reviewers are saying about the features.

Additional resources for your software search

Our help desk Buyers Guide has tons of info on common features, side-by-side product comparisons, and market trends you should know about.

Each year we release our help desk FrontRunners, and this year ConnectWise Control made the list! Check it out here.

And of course, our expert advisors are here to help walk you through the software search. Take 20 minutes to chat with one and get confidence in your software purchase. Call (844) 680-2046 for a free consultation or fill out this form.

Methodology

To be considered for inclusion in this report, we required 20 or more unique reviews mentioning “customer support” or related terms.

The products listed in this report had the highest percentage of positive mentions of customer support of eligible products.

To calculate sentiment score, we looked at the specific mentions of customer support in each review and analyzed the terms used to describe customer support. We then scored each term on a scale of 1 to 10, with 10 being the most positive, 5 being neutral, and 0 being the most negative. The score for each snippet was the sum of all descriptive terms in the snippet. Snippet scores were then averaged for the product to determine average sentiment score for the product.

When comparing the average sentiment score of a product to the average score for the entire category, the product’s score was removed for accuracy.