How To Choose A Help Desk Tracking Software: Professional B2B Advice

Category: Help Desk Software

qnaJake owns a small bakery in a small community outside Orange County, in California. Despite it being a small operation, Jake’s small business has been attracting a lot of customers. With the rate everything is going at, Jake is now looking at integrating a help desk software to his system. The problem is, Jake doesn’t know on how to choose a help desk tracking software and he is hoping help is just right around the corner.

“Hey there! I have read a lot of articles and reviews on several help desk solutions. I have been toying with the idea of upgrading my business by adding the help desk element so my customers can give me feedbacks via online and mobile channels. However, I am not that knowledgeable about software and programs in general and I do not know how to choose a help desk tracking software. I was hoping you can provide me some expert tips and perhaps some of the best practices on how to choose a help desk software. Thanks a lot!”

Hello Jake! A help desk software is now an essential tool in today’s world, especially if you want to give your enterprise a huge competitive edge. Help desk solutions allows you to interact with your customers’ issues, engage them with their queries, and formulate solutions that will retain them, increase their loyalty, and attract more potential clients. Aside from that, having a good help desk platform is an excellent indicator that you are running a legit operation.

However, there is no fixed formula on how to choose a help desk tracking software (by the way, if you’ve encountered remote help desk software, it’s the same cloud platform). It all depends on a number of factors, which vary from one business to another. The key in choosing the best business software and applications has always been determining the specific needs on your business based on several elements.

So, here’s one tip that can set you on how to choose a help desk tracking software – always consider your goals. Once you got them jotted down, picking the right help desk software becomes a tad easier. But for the professional tips, read on.

Pro Tip #1: Determine first how much you are willing to spend

Budget considerations will always be a part of the process. Some software products are free; others are cheap and can’t create a dent on your wallet. You can also try the demo versions too. However, keep in mind that premium software products carry premium price tags.

Free software carry basic features but paid versions are loaded with the good stuff. That is just the plain reality of things. Determine first how much you are willing to spend, calculate all the ROIs and cost of operations. But perhaps the best way to deal with the budget issue is this old adage that goes “buy the best your money can buy”.

Read more:  Help Desk Software: Top 3 Simple Tools That Are Both Popular & Cheap

Pro Tip #2: Read reviews and comparison articles from reputable sites

There are tons of available materials out there when it comes on how to choose a help desk tracking software. However, some of these write ups are self serving and totally biased towards certain vendors and software. Your best bet is to gather materials from reputable tech and business sites, credible authors and experts, as well as gain more information from actual users of the software. As they say, nothing is as credible as experience.

Pro Tip #3: Whatever you pick, it should carry core features (plus premium functions if it’s a pricey software)

Help desk software programs come in all shapes and sizes and cater to various types of business. However, all of them should have the following features, according to a popular guide on how to choose a help desk tracking software:

  • Self service portal
  • Multiple support channels (chat, email, and phone)
  • Service Level management functionalities
  • Workflow management features
  • Satisfaction surveys
  • Knowledgebase
  • IT asset management Support
  • Reporting, Metrics, and Dashboards
  • Escalation management including auto escalation
  • Ability automate tasks

Not all help desk software programs are created equal. It is best that you look for something that suit the needs of your business and can help you attain your corporate goals. Getting one may require a lot of reading and researching but it all boils down to a good dose of business IQ and common sense.

P.S. For further reading I recommend the following: cheap or free cloud based help desk software; and how to choose a SaaS help desk software.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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