The customer experience (CX) is extremely important in today’s business world. This means always being there for the customer and providing quick and helpful support whenever there’s a need. Help desk software makes this a breeze.
What is Help Desk Software?
You can think of IT help desk solutions as the central point through which all IT issues and support tickets flow. It helps your team stay organized as they deal with all of the different incidents, requests, tickets, complaints, and issues that come from a variety of end users (including customers and internal stakeholders).
Good help desk software is efficient. It helps prioritize, categorize, automate, and streamline processes so that every single ticket is addressed in a timely manner (and so that no tickets are ever left unattended, lost, forgotten, or otherwise delayed.
A good internal help desk reduces chaos and brings all requests together into one single platform. It saves time, money, and sanity. Without help desk software, you’re unable to compete in today’s dynamic, fast-moving marketplace.
Tips for Choosing the Right Help Desk Software
While you certainly don’t want to wait too long to implement the right help desk software, this isn’t a decision you rush. Patience and proper due diligence will do wonders for you. Here are several helpful tips that will ensure you end up making a smart choice:
- Your Customer
Always start by thinking about your end customer. Even though they aren’t the ones who will be using the software, they’ll end up experiencing the positive or negative effects of the software firsthand. If it’s slow, clunky, and inefficient, they’ll correlate your business with these adjectives. On the other hand, if your help desk software is fast, smooth, and efficient, they’ll be impressed.
When analyzing customer loyalty, we often give too much credit to our products and not enough credit to the service we provide. But at the end of the day, it’s often your ability to provide high quality service that makes or breaks your relationship with the end user.
- Your Team
Your team members will be the ones using the help desk software, so you obviously want to evaluate your options with them in mind. Make sure it fits their needs by asking critical questions like:
- How easy is it to train my team on the new software? (How long does it take? Who does the training? Is ongoing training required?)
- What does your existing workflow look like? And how can you select software that your team will be comfortable with?
- Will your team be able to function faster with a solution like this? Or is there something else that you’ll need in order to fully support them?
It’s important to have help desk software that can handle tickets and all related issues within a single platform (reducing confusion and increasing efficiency). This will help your team feel supported and reduce the need for “handoffs,” which is where tickets often go to die.
- Your Business
Chances are if the help desk software is beneficial to your customers and your employees, it’ll also be beneficial to your overall business. However, it’s worth zooming out and looking at your overall strategic goals, vision, processes, and mission.
Scalability may be the biggest thing to consider in light of the larger business. You also have to consider the tools built-in analytics. Is it easy to measure performance?
- Your Budget
We don’t recommend leading with your budget, but it is something that has to be accounted for. Set a realistic budget and use this figure to further whittle down your options until you have good quality help desk software that works with your balance sheet.
If you find yourself saying “this is too expensive,” proceed with caution. Yes, help desk software costs money. But you should also consider the true cost of not having the right solution.
Without proper help desk software, customers will be frustrated, team members will feel unprepared, and a general lack of efficiency will plague your business. It’s okay to work within a budget, but don’t cut corners.
Putting it All Together
When it comes to help desk software, you have plenty of options. But along with those options comes the confusion of not knowing which one to select. Hopefully, this article has given you some useful filters through which you can evaluate different software options and ultimately choose the one that’s best for you.