Question: I need a help desk tool that offers insights and analytics to improve agent performance and customer behavior.

If you're looking for a help desk tool that can provide insights and analytics to help you optimize both agent performance and customer behavior, Helpshift is a great choice. This all-in-one customer service platform offers self-service, conversational support and AI-powered tools to deliver the best customer experience. The platform offers tools like AI-powered article recommendations, real-time dashboards and customizable reports to help you understand what's going on with your customers and agents. It also offers automation and AI chatbots, which can help you dramatically increase productivity and lower support costs, starting at $150 per month for its basic plan.

Another great option is Forethought, an AI-powered customer support platform that automates mundane work, improves resolution rates and lowers support costs. Forethought offers tools like Solve for automated responses, Triage for assessing customer intent and Assist for AI-generated ticket summaries. The platform also integrates with other leading helpdesks like Zendesk, Salesforce and ServiceNow. That makes it a powerful option for e-commerce, SaaS and FinTech businesses.

If you want to use AI to boost efficiency and customer service, BoldDesk is another good option. It's an end-to-end ticketing system, knowledge base, task manager and AI copilot to help agents respond more quickly. With tools like generative AI for grammar checks and translations, and no-code workflow automation, BoldDesk is designed to resolve 70% of customer inquiries on the first contact. It offers multilingual help desks and has a 15-day free trial, so it's a good option for companies of any size.

Last, Ultimate offers a customer support automation platform that uses generative AI to automate more than 60% of support requests. It offers tools like UltimateGPT for answering frequently asked questions, Dialogue Builder for custom dialogues and an Analytics Suite for optimizing conversation performance. Ultimate integrates with any CRM and offers multilingual support, so businesses can improve customer satisfaction and efficiency across multiple digital channels.