I recently became CTO of a company called GetHuman that tries to help consumers with customer service needs get their questions answered and problems solved without sitting on hold for 30 minutes. I am actually in the process of creating a educational section of our site that goes through the different aspects of customer service and the best software options for each.
So, you mentioned "help desk web service" but then brought up examples like FAQ, social media, etc. I sort of start off with the much more generalized category of Customer Experience (or CX) which encompasses the tools, people and processes involved with customer interactions. This, obviously is huge and includes all sort of stuff, but outside of the purely eCommerce/Sales tools, CX breaks down to:
- Tools that allow the company to give information/help to the consumer (ex. Instant Answers, Knowledge Base, Live Chat, Screen Sharing, IVR, etc.)
- Tools that allow the consumer to give feedback to the company (ex. Surveys, Reviews, Ideation, etc.)
- Tools to help you manage your internal processes (ex. Ticketing Systems, CRM, etc.)
- Analytic tools that will take all the downstream information and try to make sense of it all (ex. Social Listening Platforms, Text Analytics, Behavior Analytics, etc.).
For each of these categories, there plenty of great vendors that either focus in one one thing or have a suite of applications that attempt to be comprehensive. Your question was about comprehensive, but just realize that those types of tools are not necessarily the best option for everyone. They are typically more expensive and give you more than what you need. In fact, there are many Forrester studies about how little the larger CX tools are adopted within organizations. The typical example is that an exec falls in love with something like Oracle CRM, spends a couple million dollars and then forces everyone to use it even when it doesn't make sense (which ultimately leads to people not using the tool properly and coming up with their own solutions).
That said, if you have the money, there are a lot of great comprehensive solutions out there. A couple people mentioned Zendesk and I would definitely say they have some great tools, but they are focused just on the Help Desk. If you want to talk about the more general CEM (Customer Experience Management) Tools, some of the ones I have found include:
- SalesForce - FYI, they own Desk.com as well as several other apps like Radian6 which really make them a full CEM vendor.
Of course, you always have the big league CRM vendors (IBM, Oracle, Microsoft, Aptean, NetSuite, PegaSystems) that have started to branch out into all of these areas as well.
All that said, a lot of the recommendations that we are going to have our site are going to revolve around the idea that you should first come up with your own customer experience/customer service philosophy, goals and guidelines. Then identify solutions that are the best fit for specific needs. Too many people just buy into a comprehensive tool without full understanding how they are going to use it or what type of impact it will have on your business. Hopefully, our new site will allow companies to get that understanding before they sink a lot of time and effort into something that doesn't match up with their goals.