Last Updated on May 26, 2024 by Jhonni Jets
Providing excellent customer support has become increasingly important for businesses as consumers expect quick responses and resolutions to their issues. Having the right tools in place can help support teams be more efficient and effective. There are many great customer support apps available for Windows that can streamline processes and improve the customer experience.
This article explores 8 of the best Windows apps for supporting customers. Each app offers unique features and benefits for managing support tickets, communicating with customers, monitoring team performance, and more. Read on to learn about the top Windows solutions for powering modern customer support.
Table of Content
Freshdesk
Freshdesk is a full-featured customer support platform that offers both a web and desktop app. Some key features include customizable ticketing, knowledge base articles, AI-powered solutions, and integrated CRM capabilities. Agents can view, manage, and resolve tickets directly from the desktop app. It supports all common communication channels like email, chat, social, and phone.
The Freshdesk app provides a clean, streamlined interface for supporting customers. Key tickets are prioritized at the top for quick visibility. Agents have access to the full ticket history, customer profile, and knowledge base right from their desktop. Multiple ticket views and filters help agents stay organized. Freshdesk also offers robust analytics and reporting to help managers oversee team performance.
With its intuitive workflow, integrated omnichannel support, and powerful reporting tools, Freshdesk is one of the best all-in-one solutions for customer support teams using Windows.
Zendesk
Like Freshdesk, Zendesk is a leader in the customer service software space that offers both a web interface and native Windows app. The Zendesk Support app brings the full functionality of the Zendesk platform directly to agents’ desktops.
Key capabilities include ticket management across email, chat, social, and phone. Customizable views and filters help agents stay focused on the most important work. A knowledge base is accessible directly from tickets. Agents can also update customer profiles and view full ticket histories.
What sets Zendesk apart is its artificial intelligence and predictive resolutions. Machine learning helps agents by surfacing the most relevant knowledge articles for a ticket. Customers are also offered self-service options like automated responses. Additional integrations with tools like Outlook make Zendesk a seamless part of any support team’s workflow.
With powerful AI, omnichannel support, and tight integrations, Zendesk Support is one of the top options for teams using Windows systems.
HappyFox
HappyFox takes a more lightweight approach than full platform providers like Freshdesk and Zendesk. The Windows app focuses solely on ticket management to keep agents focused on core support tasks.
Some key features include customizable views and filters of open tickets. Agents can view ticket details, add notes, update status, assign tags, and much more directly from the app. Any replies or status updates are synced across the HappyFox systems in real-time.
Where HappyFox excels is its clean, clutter-free interface. Everything focuses on quick visibility and resolution of tickets. No unnecessary frills means agents spend less time navigating menus and more time helping customers.
Integration with tools like Gmail and Outlook also make it easy for agents already accustomed to those platforms. Overall, HappyFox prioritizes simplicity and speed – making it a top choice for support teams that value an intuitive ticket-centric experience on Windows.
SolarWinds Web Help Desk
Web Help Desk is a robust yet affordable customer service solution from IT management leaders SolarWinds. It offers both a web portal and Windows desktop app. The app provides agents with all the functionality needed to support customers from their desktops.
Key features in the app include viewing open tickets and metrics. Filters help agents focus on priority items. Full ticket history and notes are accessible. Agents can update statuses, add replies, and resolve tickets directly through the app’s intuitive interface.
What sets Web Help Desk apart is additional powerful features like knowledge base management. From their desktop, agents can create, edit, and tag articles. Dynamic categories automatically organize information for easy customer and agent access. Comprehensive reporting also helps managers evaluate team and customer trends over time.
With an affordable price, great feature set, and focus on both agents and customers, Web Help Desk is a top option for businesses running support from Windows systems.
SysAid
SysAid is a flexible ITSM (IT service management) platform that extends beyond ticketing into areas like asset, change, and inventory management. The Windows desktop app brings key ticketing controls directly to agents.
Agents can view open tickets, filter by status, priority, and other criteria. Drilling into a ticket provides the full history, customer details, and ability to add notes or update status. Any changes sync across devices due to SysAid’s cloud-based nature.
Additional features in the SysAid app include SLA monitoring to ensure issues are addressed in contractual timeframes. Customizable views allow agents to focus on their preferred layouts. Templates for common issues save time on repetitive tasks.
More advanced options exist for areas like mobile device and software asset inventory – extending SysAid beyond pure ticketing. For companies seeking an integrated solution, it’s one of the top options available as a Windows desktop app.
Austin
Austin takes a more streamlined approach as a native Windows helpdesk application. The focus is entirely on ticket management through a clear, clean interface. No unnecessary distractions mean faster resolution times.
Some key strengths include customizable views of open tickets. Filters and color-coding prioritize important tickets. Clutter-free card or list layouts showcase the most salient details at a glance. Options exist to add replies, upload files, and change statuses directly within the app.
Where Austin stands out is its emphasis on simple, speedy navigation. Everything feels fast and frictionless. No wasted clicks browsing non-essential menus. This translates to higher agent productivity and throughput supporting customers via an intuitive Windows desktop.
For support teams that value rapid visibility and resolution above all else, Austin delivers a streamlined native experience making it one of the top options.
ConnectWise Control
While not a full-fledged support platform, ConnectWise Control (formerly ScreenConnect) deserves inclusion for its remote access and support capabilities. The Windows app allows agents to remotely access user machines for diagnostics, troubleshooting, or training purposes.
Some key strengths include quick remote access initiated from a ticket. Agents can see the user’s screen, run commands, transfer files and more. A remote control dashboard provides management of multiple concurrent sessions. Performance monitoring helps evaluate technician efficiency.
Integration with other ConnectWise solutions like Manage for ticketing streamlines processes end-to-end. All activities performed during a remote control session are logged for documentation and auditing purposes.
For any support teams still relying on phone-based walkthroughs, ConnectWise Control transforms the customer experience through on-screen visual support. It’s an essential app for accelerating resolution times and improving first-call fixes.
Gladly Chat
While not a full ticketing system, Gladly Chat enables conversational customer support through live chat. The Windows application powers direct messaging with customers from an agent’s desktop for a more personal experience.
Key features include integration with common customer communication platforms. Live chat console provides visibility of multiple concurrent conversations. Templates facilitate quick responses to common issues. Analytics evaluate efficiency and areas for improvement.
Where Gladly rises above basic chat platforms is optional AI assistance. Machine learning can respond to messages, route requests appropriately, or make recommendations – decreasing agent workload over time. Customizations create seamless brand experiences.
For any companies still relying on phone or email-only support, Gladly Chat transforms the customer conversation and accelerates resolutions through an always-on, personalized live chat experience directly from Windows desktops.
Conclusion
Modern customer support demands quick, effective solutions for resolving issues across all communication channels. The right desktop applications empower teams with omnichannel control, visibility, and productivity directly from their Windows systems.
This article covered 8 of the top options spanning the spectrum from full-featured platforms like Freshdesk and Zendesk, to specialized solutions focusing on areas like ticketing, remote support, and chat. Whether a company requires a complete system or discrete functionality, there is an application tailored to specific customer service needs.
Choosing solutions that integrate seamlessly into existing workflows while improving visibility and response times will elevate any support organization. Implementing some of the apps discussed can transform both agent efficiency and the overall customer experience.