Are you looking for a suitable online help desk software? Increased employee productivity, lower ticket volume, are just some of its benefits. There are many help desk systems on the market, so it is important to find the right one for your company. Are you ready to begin the search? Here is a list of factors you can use as a resource when you are on the hunt for a help desk software.
Tip #1: Be Realistic About Your Company’s Help Desk Budget
Some companies avoid investing in software because they think it will be too expensive. Luckily there is a range of help desk solutions for companies of any size and budget. Before you begin the decision process, examine your company’s financial health. How much can your company spend on a help desk software? After you understand how much your business can afford, you can focus on the right solutions within your price range.
Tip #2: Make a List of Your Company’s Priorities
Are you using Excel or another free solution to meet your current help desk needs? Think about what your company’s current help desk needs. Do your customer service agents perform certain repetitive tasks? Look for a software that provides automation to cut down redundancies. Do you want to motivate your employees to provide better service? Then you should consider a software system that includes gamification. Interested in decreasing the ticket volume? Perhaps a system with a self-help forum would be a good fit. Once you know which features are the most important, you can find a help desk system that fits your company’s priorities. Then you can carefully compare each one’s features and see how it can change your business.
Tip #3: Verify the Software Can Integrate With Third Party Applications
After you’ve narrowed your choices according to its features and price, check its capability for third party integrations. For example, can the help desk software integrate with GoToMeeting or Paypal? Think about the most important applications your company uses and look for a software that is a good fit. The more it can seamlessly connect with other applications, the better.
Tip #4: Check Their Credibility
Customer service is one of the most important aspects of your business. That is why you must use a help desk company that is capable and credible. Go over your list of potential companies and examine their credibility. Can you find any product reviews of the software? Are there any complaints about their product or service on social media feeds? How long has the company been in business? Once you have verified their credibility, you can move forward with the right candidates.
Tip #5: Ask the Hard Questions
Now it’s time to dive in and ask the hard questions. Do they provide technical support? Can you get a refund if you are not satisfied with the help desk software? Think about any potential problems that may occur and ask them how they would resolve it.
Tip #6: Advertise The Help Desk Company’s Branding vs Your Company’s Branding
One disadvantage of using a free or low-cost help desk is that it may have the help desk’s branding instead of your own. This can look unprofessional and make a bad impression on your customers. Look for a system that allows customers to see your company’s branding. When you customize the help desk software to show a logo and company colors, your brand will appear more professional to customers.
Tip #7: Ask About The Help Desk Company’s Security Policies
Your ticketing system will likely contain sensitive customer information, including passwords, names, and addresses. That’s why your company must do everything in its power to keep this information from prying eyes. Ask if the help desk software can encrypt private data with SSL. Do they have other security features? Is their software secure against hackers and other malicious threats?
Tip #8: It Can Scale With Your Company
Next, look for a system that will scale with your company. You may regret it if you don’t make this consideration now. Just imagine the time you or other managers may spend training customer service agents. If you have to transition to another software when your business outgrows its current one, it can slow down your operations. Find an online help desk system that works for your company and can grow with you. Although it may take some time to find the right one, it can be a great investment.
Tip #9: Make Your Final Choice After Evaluating Their Software During a Free Trial
A free trial is the only way to find out if it is a good fit for your company. Allow your customer service agents to use the online help desk software for a short amount of time. Is it easy for everyone to use or is it more complicated than traditional software? Are customers confused about what to do or where to go for answers? After all, a complicated help desk can make customers even more frustrated when they are looking for answers. Does it integrate with the applications you need for your business to perform? When the free trial is over, choose the best online help desk software that can benefit your employees and customers.
Finding the right online help desk software can take your company to new heights. When you follow these tips, you should be able to narrow down your choices to a credible, safe system that benefits your company.