With all of the options available, choosing the right customer and IT support network can be extremely frustrating. It seems all of the companies are jockeying for your business with little regard for what you need. This is why you need to be armed with the tools you need to help you in your quest for the perfect help desk for your business.
Pick a Format
There are five basic formats for help desk ticket systems. The most feature-rich is an enterprise system. This is an all in one customer support system. Although sometimes useful for small businesses, it is a bit costly. Web-based help desks are hosted entirely on the web and depend on internet access.
Cloud-based desks are still hosted off-site, but they are also available offline. Open-source help desks are usually free but require a tremendous amount of IT knowledge to set up and change. On-premise desks are housed on a server at your location and offer both safety and security. While you are looking at the different formats, you might also want to check out a few help desk guides.
Choose a Budget
Unfortunately, not all help desk applications are free. You need to decide on a budget before choosing this type of service. Some of them are free, but these are only recommended for those with extensive IT experience. The most feature-rich help desk services cost hundreds per month, while less extensive software may only cost 20 to 50 dollars a month. It is best to decide what your company can afford before choosing one.
Check Out the Knowledge Base
Some help desk suites come with the ability to build a knowledge base and post it online to your website. This knowledge base can help your customers and employees access information without having to call the desk to get their questions answered. This is great for common problems and high traffic businesses. You can add to the knowledge base and change it as your business grows. Some even come with industry-specific knowledge bases built in.
Consider Who Is Using It
You also want to think about who will be accessing the help desk the most. If your customer service team needs it to answer customer questions or comments, it should be geared towards those who know your industry. If only your customers are using it, you will want to gear it towards those who do not have an in-depth knowledge of your industry.
The information needs to be easy to find no matter who is trying to find it. You will want a well-organized knowledge base that is easy to access and easy to search. You can always ask the provider about how to integrate it with your website and how to separate information so that you can have a database for your customers and one for your employees.
Select a Good Ticketing System
There is nothing more frustrating to a client than having issues getting their problems solved. A good ticketing system is an essential part of customer service applications. If you can track exactly what is going on with an ongoing problem or repair, you can answer the clients questions effectively. This only happens if your ticketing systems works for your business. If you have questions about the ticketing system, ask them before purchasing the software or engaging the service.
It is important to consider all of these factors when selecting the perfect customer service desk for your business. Compare each option before deciding on the one that you want. The whole point of having a help desk is to give employees and customers easy access to vital information. Do not stop looking until you find the perfect service for you.