Searching for the best help desk software for your company calls for a deep understanding of your business goals, requirements and capabilities. As a result, you should analyze your business processes, market research, product or service details, etc. and decide in what way help desk can improve your overall goals. It may take a lot of time, but you can begin with the simple yet effective 3 steps we explain in this articl. They will allow you to narrow down you search for the perfect help desk software for your business.
With a limited budget, it’s practical to start with your budget threshold. At this stage, just estimate what’s your allowable range for help desk software. The first step is to rule out help desk software that’s beyond your reach, even if it’s the top in the market. Based on pricing, identify which of the help desk software products have features that are good enough for your customer service.
Help desk pricing is often charged at a monthly or annual subscription via a cloud hosted or web based system. Other price factors include number of users, volume of queries, and features. Incidentally, check out discounts or deals that can stretch your budget. Normally, annual subscriptions are lower than a monthly plan, or a vendor may offer an introductory price, if not an extended free trial or demo.
While we’re at budget, consider how help desk software is deployed. For a small business with limited resources, it’s best to get online deployment and pay a subscription license. You won’t need a server, an in-house technical team and you won’t have to bother about breakdowns or downtime emergencies. These things will be taken care of by the SaaS vendor. All you need is to pay the monthly or annual fee. The downside is that you have to keep paying as long as you’re using the help desk system, which can mean forever. But the more important thing is your cash flow is protected from buying new or upgrading computer hardware and software, or hiring a resident I.T. team. Online help desk software gives you at once a robust system, technical support, and shared capital resources like servers and proprietary systems.
It’s the last of our 3 steps to find the perfect help desk software, but it’s equally critical to take a closer look at the features. Help desk software products may all look the same on the surface with some variations—tracking, automation, and reporting—but knowing which of these features is your priority can help you choose the best fit. For example, if you have a department of uncoordinated support agents (one in logistics, one in I.T., one in finance, etc.) an automation tool may be critical to bring everyone to the same page. Likewise, if you’re tasked to assessing the company’s overall customer service, a robust reporting and metrics module can help you identify call duration, turnaround time and resolution rate, among others. In short, look for the main feature that addresses your top priority when shortlisting help desk software.
These 3 steps to find the perfect help desk software may be oversimplifying the buying decision. You can go further by background checking vendors, scrutinizing each feature, and talking to other end-users, but follow the three steps above and you get pointed to the right direction.
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