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How To Choose Good Helpdesk Software

 October 11, 2016  /  Comments Off on How To Choose Good Helpdesk Software

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Choosing the reliable, user-friendly, and full-featured help desk software for your business is quite a complicated task. Every provider has its own variant of CRM platform with a certain set of functions and tools. As a rule, it takes companies a lot of time to select the right system for their customer support service. But if they fail to choose a suitable one the whole system of customer management becomes defective.

Today, many companies entrust their customer support service to bpm’online – the cloud-based CRM platform. It offers businesses a number of tools for successful customer management. For instance, this software includes a unified client base, an easy-to-operate contact center, a good-sized service catalogue, and so on. The helpdesk from bpm’online enables specialists of support service manage requests, releases, problems, business processes, etc. Read more about this system on https://www.bpmonline.com/crm-products.

How To Choose Good Helpdesk Software

Your First Step in Selecting Helpdesk Software

If you want to choose the best service desk for your business ask yourself several relevant questions about your employees and your company in general. It is very important to define the whole range of services your organization provides – and only then start looking for a suitable platform.

The list of questions you should ask yourself includes the following:

  1. What do the clients expect from your company? Find out if your buyers prefer emails or follow-up forms. Make sure, they are comfortable using your self-service tools. Decide upon whether to answer clients’ enquiries in one-two hours, or during a day. In order to reach all these decisions, you should look for clues as to what your customers expect from your company and how satisfied they are at the moment.
  2. What kind of experience are you going to offer your buyers? Think about the ideal communication channel from your customers’ perspectives. What communication channel would they prefer the website, or just a mailbox? Or, maybe, they would want to have multiple channels to contact with your support team? Can your customers find all the data they need easily? Or do they need extra time to find your contact information?
  3. What about your support team? Have you thought about the experience you are going to offer them? Take into account that your agents will have to use the chosen helpdesk software during the whole working day. Therefore, it’s very important for your client service team to trust the platform you’ve chosen and rely on it. Make sure, your employees are going to use a clear, usable and promising tool, which will save them time and effort while helping the clients.
  4. What would you like to change about your current customer support service? Are you going to implement your first helpdesk? Or will you replace an old system with a new one? In any case, this change will become a perfect opportunity for you to rethink your general work approach. For example, a new helpdesk system can automate the process of letter distribution with workflows or distribute the incoming mail into different folders.

Additional Tips when Choosing the Right Helpdesk Software

Define your preferences

Make a list of all the essential features your new platform should have, as well as the list of “nice to have” ones. Then show them to your customer support team and ask what they think about it. Let them add the items they find important too. Ask the employees to put down all the tasks they have to perform from day to day, and divide them into two groups, in accordance with your two lists.

Estimate the scalability of the system

Find out if you will be able to use the chosen software when your business grows. Make sure, it is suitable for the bigger customer traffic. If you do not want to buy a new helpdesk platform in a year or two, decide on some multipurpose software, which can be implemented in companies of all sizes.

Select essential and non-essential helpdesk features

The platform possessing your essential features beats a solution, which has only “nice to have” tools. Do not implement the systems that do not include the functions you need to create the customer service experience you’d like to provide. As for non-essential features, they should not have a profound effect on your choice of helpdesk software: if the platforms you are considering possess or, on the contrary, lack certain tools (the ones you call “nice to haves”) you simply pay no regard to them.

Mind that the first list should be as short as possible. Try not to choose the features, which are hard to implement or rarely used: they will irritate and put out of temper the members of your support service, who will have to deal with this software every day. Focus on the key requirements – and it won’t take you long to select the best helpdesk solution for your business.

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