No matter your company’s size, or what products or services you provide, good customer service is essential. However, the world has changed a good bit over the last few years, along with customer expectations.
Another critical element, especially for small businesses and entrepreneurs, is repeat business and customer retention, which is one of the best ways to evaluate satisfaction. Don’t you agree? With so many options available, what should companies think about when choosing a help desk software provider?
It is for this reason that many businesses are starting to rely on IT solutions and help desk software as a necessary ingredient for effective customer service. Moreover, help desk software is an easy and effective method of increasing credibility. Those companies that employ an IT solution simply provide better help and service. As a result, they are seen as superior compared to those that do not.
Regardless, buying a new software system for your business can be an intimidating, especially when it is as serious as help desk software. Before you begin your search for a help desk software, you will want to know exactly what to look for and exactly what you will need. Thus, this article will share some of the most significant factors to consider.
What Help Desk Solutions Are Most Businesses Using?
With all the options available, you may be shocked to know that most small businesses are still trying to do customer service either manually or through some piecemeal do-it-yourself process. We here at Vision Helpdesk see it all the time. In fact, many businesses seeking help desk software are currently using only email, text documents, and spreadsheets. The demands of customer service are just too much to perform tasks manually.
What Reasons Are Companies Replacing Their Current Software?
Of those companies seeking to replace their current help desk software, adding new functionality is the number one reason. Many times, they are seeking a solution that will work with other systems, such as Salesforce.com. Other times, they are looking for social media integration. Being able to quickly respond to comments, questions and concerns on Facebook and Twitter have become a major reputation management issue.
Why Do Companies Buy Help Desk Software the First Time?
For most, they have come to realize that they have major efficiency issues. Complicated processes are impacting their productivity. In some of the worst examples, there are unfulfilled requests and dropped tickets, which is simply unacceptable. Attempting to do things manually has severely harmed the customer’s experience.
What Should a Small Business Consider When Buying Help Desk Software?
- Know Your Budget – As you research, you will discover there are IT solutions across all price ranges. However, you don’t always want to assume that paying more provides better features and functionality. On some level, you will get what you pay for. Regardless, some companies are bloated, and their prices reflect that fact. Always perform an in-depth analysis of the software and company.
- Features You Need – Start with a complete assessment of your workflow and processes. Then consider your integration needs. Which software systems do your support processes interact with? Finally, consider your future growth. At the end of everything, success relies of choosing systems that will either improve or supplement your existing workflow, smoothly integrating with other platforms, and will scale as your business grows.
- Database – Some companies require a system that is database driven. Since a main goal is business flow, being able to rely on the system and the backup data is significant. If having a system based on a database is important to you, think seriously about finding one that will match your needs.
- Evaluate Software – Many help desk software companies advertise hardy ticket management features. That said, this is sometimes just puffery. Always evaluate the help desk software from top to bottom. Moreover, closely compare their capacity with your requirements. If your needs demand a cloud-based ticket submission, you may also require multi-language support.
- Vender Credibility – People often are drawn to well-known brands when shopping for their home. That same tendency exists with business solutions. That said, credibility is hard to achieve and easy to lose. Check how long the company has been in business, how often they update their software, and ask about uptimes. Take your time and choose your vendor wisely.
- Data Security – Your business and ticket system is handling a lot of important data, including names, addresses, and other sensitive information. Make sure it is secure. Make sure emails and other technologies are encrypted. You risk your business and your customers if you don’t do your due diligence.
Ideally, help desk software should eliminate the kind of confusion and fragmentation which happens when your business relies on spreadsheets and emails. If you choose a cloud-based help desk, it should be transformative and include features such as an intuitive web user portal, auto-assignment of tickets, consolidated activity streams, and graphical dashboards. While many of these features existed on-premise, a cloud-based system will have added features such as hosting, security, and support. Would that be of benefit in your situation?
Ultimately, there are many considerations that will come into play when selecting help desk software. It is sometimes difficult to find that one, all-encompassing IT solution. Regardless, considering the above advice will help ensure that you will make the best choice for your business. While it is sometimes a bit of a pain, proper care and research will help save your business a lot of time, money and frustration down the road.