CS-Cart Help Desk Systems Review


Provide the best customer service ever



Hi,

Store owners use the Help Desk systems to communicate with customers and solve their problems.

The key feature of a Help Desk system is that all the communication channels such as chats, calls, and email are in one place.

As promised in our Live Chats post, we publish a review of the Help Desk systems available on the CS-Cart Marketplace.


Re:Desk


The Re:Desk add-on adds a contact form to your website connected to your Re:Desk account. By using this form, your customers contact you directly from your storefront.

A store admin configure the contact form in the admin panel.


The web interface of the Re:Desk admin panel is mobile friendly: the page content matches the screen of a mobile device, so it’s comfortable to manage Re:Desk from your gadget.



Email-Ticket Management features to manage conversations with your customers:


  • Canned responses
  • Departments
  • Email management
  • Email templates
  • File attachments
  • Manual ticket creation
  • Multiple external email accounts
  • Responsive design of the admin area
  • Spam filters
  • Staff roles (permissions)
  • Submit a ticket form
  • Ticket history
  • Ticket search
  • Ticket status

P. S.: The cloud version of Re:Desk is under development—you need to install the software on your server.




Customer Service


Customer Service is a standalone ticketing system—it doesn’t need a third-party software, accounts, and fees.

Store admins manage this system via their admin panels.

Email-Ticket Management features to manage conversations with your customers:


  • Canned responses
  • Departments
  • Email templates
  • File attachments
  • Manual ticket creation
  • Staff roles (permissions)
  • Ticket history
  • Ticket notes
  • Ticket priority levels
  • Ticket status





LiveHelpNow


The LiveHelpNow add-on adds the HelpOut tab to your store. By using this tab, your customers can quickly contact you via the chat or email, or request a call back.

Although store admins manage LiveHelpNow via its own admin panel, the look of the tab itself is set in the store’s admin panel.

The LiveHelpNow mobile app is available for iOS and Android devices to chat on the go.



LiveHelpNow provides four services that you can purchase in bulk or individually:

  • Live Chat has all general live chat features, plus LiveLook Co-browsing which allows you to view the client’s screen, takeover mouse and keyboard control, and remotely assist your customers.

  • With the Call Management System feature you add the Request Call Back button or form to your website, collect customer contact information, and export it to Microsoft Excel for further use.

  • With the Knowledge Base feature you create useful articles for your customers via the WYSIWYG editor. You can customize the look of your KB to match your website design.

  • Email-Ticketing Management features to manage conversations with your customers:

  • Canned responses
  • Email management
  • Email templates
  • Multiple departments and managers
  • Submit a ticket form
  • Ticket history
  • Ticket notes
  • Ticket priority levels
  • Ticket search
  • Ticket status


Also, LiveHelpNow has the reports and analytics tools that generate more than 50 reports to measure your site performance and the work of your customer support service.





ClickDesk


The ClickDesk add-on adds a live chat to your store.

Store admins configure ClickDesk via its native admin panel.

ClickDesk offers Android and iOS apps to communicate with your customers on the go.

ClickDesk has three communication tools:

  • Live Chat has all general live chat features, plus Gtalk IM integration which allows you to chat on your favorite IM such as Google Talk. You will love it’s Intuitive web chat panel:

  • Voice and Video chats do not require additional software such as Skype. Your clients will be able to reach you free of charge via over 40 local access numbers.

  • Email-Ticketing Management features to manage conversations with your customers:

  • Canned responses
  • Departments
  • Email management
  • Email templates
  • Staff roles (permissions)
  • Submit a ticket form
  • Ticket automation rules
  • Ticket history
  • Ticket notes
  • Ticket search
  • Ticket status
  • Ticket Tags


Reports & Analytics will help you measure your staff performance.





Boldchat


The Boldchat add-on installs the chat widget to your CS-Cart store.

Boldchat has its own admin panel for setting up and managing the chat.

For now, only the chat feature uses the web interface. To use all the Help Desk features of Boldchat you’ll have to download and install the client on your Windows PC.

Boldchat features:

  • Live Chat with general live chat features, plus Active browser sharing, and Adaptive Messaging which suggests a canned response to the operator while a customer is typing the message.

  • Reports and analytics tools for the chat and the ticketing system.

  • Email-Ticket Management features to manage conversations with your customers:

  • Canned responses
  • Communication history
  • Departments
  • Email management
  • Email templates
  • File attachments
  • Multiple departments and managers:
  • SMS management
  • Submit a ticket form
  • Ticket automation rules
  • Ticket search
  • Ticket status
  • Twitter management





ZenDesk


With the ZenDesk add-on you manage tickets via your store’s admin panel.

The ZenDesk add-on features:
  • Viewing and creating tickets
  • The Search Tickets tool
  • Importing/exporting users to/from ZenDesk
  • Ticket statuses, types, and priority
  • Assign fields in the form builder specially for ZenDesk

More features are available in the ZenDesk administration panel:

  • ZenDesk will help you create a Self-service portal with FAQ, Knowledge base, and Forum that match your website design.

  • ZenDesk has a built-in Zopim Chat.

  • With ZenDesk Phone support you don’t need special software, hardware, or new phone numbers—use the existing one.

  • Track and measure the performance of your support operations with analytics and reporting tools.

  • Email-Ticket Management features to manage conversations with your customers:

  • Canned responses
  • Departments
  • Email management
  • Email templates
  • Facebook management
  • File attachments
  • Manual ticket creation
  • Multiple external email accounts
  • Responsive design of the admin area
  • Staff roles (permissions)
  • Submit a ticket form
  • Ticket automation rules
  • Ticket history
  • Ticket notes
  • Ticket priority levels
  • Ticket search
  • Ticket status
  • Twitter management

Both Admin and Customer areas are mobile friendly.





FreshDesk

The FreshDesk add-on allows you to manage tickets via your store’s admin panel.

The FreshDesk add-on features:
  • Creating, viewing tickets and commenting
  • Searching for tickets by email
  • Ticket statuses, types, and priority


More features are available in the FreshDesk administration panel:

  • FreshDesk has a build-in Live Chat and Phone support.

  • You’ll be able to create a Self-service portal with FAQ, Knowledge base, and Forum that match your website look.

  • You can track customer satisfaction and measure your staff performance with analytics and reporting tools.

  • Email-Ticket Management features to manage conversations with your customers:

  • Canned responses
  • Departments
  • Email management
  • Facebook management
  • Submit a ticket form
  • Ticket automation rules
  • Ticket history
  • Ticket priority levels
  • Ticket search
  • Ticket status
  • Ticket Tags
  • Twitter management

Admin and Customer areas are mobile friendly.





LiveAgent

The LiveAgent add-on installs the chat widget to CS-Cart or Multi-Vendor store.

Admins manage LiveAgent via its own admin panel.

LiveAgent has all the Help Desk features:

  • Call Center is integrated with Twilio. To accept calls, you’ll need a Twilio account.

  • Live Chat has all the features to provide a proper support.

  • You can create a Customer portal that has Knowledge Base, Forum, and the Feedback & Suggestions form.

  • As other Help Desk systems, LiveAgent offers a number of reporting and analytics tools.

  • Email-Ticket Management features to manage conversations with your customers:

  • Canned responses
  • Departments
  • Email management
  • Email templates
  • Facebook management
  • File attachments
  • Manual ticket creation
  • Multiple external email accounts
  • Responsive design of the admin area
  • SMS management
  • Spam filters
  • Staff roles (permissions)
  • Submit a ticket form
  • Ticket automation rules
  • Ticket history
  • Ticket notes
  • Ticket priority levels
  • Ticket search
  • Ticket status
  • Ticket Tags
  • Twitter management

We believe that LiveAgent is the most feature-rich Help Desk solution on the CS-Cart Marketplace.





Thanks for reading! We hope this information will help you choose a solution which fits you best.

Stay tuned to our news as there are more reviews coming. Don’t miss them!