To choose the right help desk software for your company can be daunting. Every provider has its own page of checkmarks demonstrating how their product is at least three ticks better than anyone else’s. The right help desk will help your team consistently create the quality of customer service you want to provide. 

“Making an informed choice starts well before you begin comparing feature lists”

To figure which help desk is best for your company, you need to understand the type and quality of customer support and service you want to offer. Here are some questions to you need to answer: 

1. What are your customers’ expectations?

Not every customer wants to dial your support number, some prefer looking through community forums for answers. Others prefer using social media. To understand what your customers want and where they to search for information, you need to look for customers’ behaviour patterns.

2. What experience do you want to offer your customers?

Imagine the ideal customer support interaction from your customer’s perspective. Do they need to use a website to get help, or can they send an email? Can they choose to contact support via multiple channels? Can they answer their own questions easily using self-service tools?

3. Is your customer support software scalable?

Scalability is a core component of any customer support software. Let’s say, you are a small team now but you are expanding rapidly. This means that you are expecting a rise in the volume of customer queries. The customer support software you choose should be scalable and future proof.

4. Do you know what your support team needs?

Your support team is the one that will use customer support software extensively. The very medium of customer support should not be a hindrance to delivering great customer experience while also improving productivity.

5. What are your team’s goals?

Once you’ve figured out your customers’ expectations, you need to align your support team’s goals and see how you can achieve them using a help desk software.

Choose the right help desk

Choosing the correct help desk solution is not a task to be done alone. Involve your technical and support teams and customers in the decision. Also, consult a professional. Buying the wrong help desk solution can be catastrophic for your business. We have over 10 years’ experience consulting to customers concerning help desks. 

For more information contact the author and owner of ABACON IT Ryan Danvers on 072 601 2858.