Finding a new system can be a daunting task, especially if you're in charge of selecting your business' first help desk. You not only have to find the best app, you have to do the reach and it's all going to cost money.
There are a lot of software solutions in the market to help you manage your customer support. So, before you jump the gun with a selection, it's important to back up and understand your business' goals and needs.
1. Figure out what you want to achieve with your help desk software
Lay out the problems you're trying to solve, then prioritize the objectives you want your help desk software to help you meet. Info-Tech Research Group found that companies rely on email response capabilities, followed by self-service portals, analytics and reporting, mobile support and resolution workflow tools as the most essential criteria in customer service app:
2. Make your evaluation checklist
Now that you know what you want to accomplish, how will your software help you get where you want to go? Consider and rank features such as:
- Resolution workflow management (ticketing and case management, automated assignment and escalation)
- Customer self-service and help centers
- Knowledge base (content management for adding and update content)
- Agent dashboard and user interface
- Mobile capabilities for agents and customers
- Social media support (monitoring social media channels, response capabilities)
- Queuing (routing and prioritizing interactions)
- Reporting and analytics (views of key metrics such as average resolution time, real-time analytics and interactive dashboard)
3. Evaluate and compare help desk software
Use your checklist to identify vendors offering products that appear to meet your requirements. Then go to the vendor's website, sign up for the free trial and request a demo. Have different people in your company test the product in the free trial. This will give everyone a sense of whether the product is a viable option for your business. It's important to think about more than just the features of a tool. Factors such as affordability, usability and architecture are equally important.