Lisa started a small business firm in New York in 2008 that sells paper products to B2B and B2C companies in the city and nearby areas. Since she built her business in 2008, it has already grown to about 50 employees and has a number of steady clients regularly buying products from her company. She is thinking of getting a cloud-hosted service desk software program for her business. Lisa asks–
“Hello there. I own a small vendor company that sells cheap paper products to various small and enterprise companies in New York. I already have a good number of loyal clients. I am wondering if I need a cloud-hosted service desk software program for my business. Thank you very much.” – Lisa, NY
Thanks Lisa for the question. Before we tackle your question, you may be interested in seeing our side-by-side comparison of top accounting applications for businesses.
You think your firm needs a cloud-hosted service desk platform. However, when you Google service desk, suddenly you are not so sure: service desk, help desk, IT help desk—what do they all mean?
For those businesses who want a support portal for managing external or internal service requests, a help or service desk will generally give you the best value. Despite the seeming confusion around the topic, determining which solution will be better can be actually quite easy to understand.
Generally, cloud-hosted service desk software refers to software applications hosted by cloud servers used by the company’s service team to handle issues and requests about a certain product or service. Cloud-hosted service desk software applications increase customer satisfaction, minimize company costs, reduce work time to fix customer requests, and keep companies to run operations more efficiently.
Your firm’s particular cloud-hosted service desk needs may differ from another company. Factors to consider include the size of your business, budget, existing infrastructure and capabilities, among others. However, almost any service desk solution you need for your business should have some essential features.
Complete service management tools. The cloud-hosted application you should get has to have the full ITIL package of IT functions. The ITIL (IT Infrastructure Library) package should include incident, change, request, and problem management. These functions assist with organizing, streamlining, and automating service requests, which you need to have a coordinated and efficient service process.
Self-service portal. Getting cloud-based software with a self-service component can provide your company’s end users with access to an array of resources that they can use to try addressing issues or requests on their own. This function generally includes a knowledge base, self-help features, and the capacity to chat with a support staff.
Rules and workflows. They will assure that your service desk will smoothly operate 24/7. Automation capabilities can help prioritize requests, while various tools such as SLA management can uphold service expectations.
Capterra offers an array of cloud- or web-based help desk software applications for any type of business. Smarter tools offer 5 more tips to check when selecting a cloud-based help desk.
P.S. For further reading I recommend the following: how to get cheap and easy online service desk software for small companies; tips for beginners about Ticket Management Software; and tips before buying easy online Ticket Management Software.
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