10 Things To Consider When Choosing A Helpdesk

But customer service does not end there. Not just the unfortunate target of Shaden Freud infomercial, everyone sometimes needs a little help. And customer service has come a long way. This is due to software. Innovative SaaS companies are announcing help desk service to make customer service easy and sometimes fun.

The correct solution will configure the performance of customer support. Keep these points in mind when choosing a help desk for your customer service team.

1.Budget

Several factors (such as the number of agents and features required, the scalability of the solution, etc.) can make you review budget issues multiple times during your help desk selection. If you have cash, some providers. The features of the free help desk solution are quite rare, but they have an operational support center and are familiar with the solution when it is expanded. 

2. Number of agents

Modern help desks have the ability to evenly distribute cases and support tools to improve agent efficiency, such as ticket macros and fixed phrases. It also offers varying degrees of customization so individual agents can tailor the solution to their workflow. Since most help desk subscriptions are billed monthly by each agent, determining the number of agents a position requires provides the strongest basis for predicting the costs of the particular solution chosen.

3. Channel support

The help desk support services provides a built-in multi-channel customer support console that includes email, calls, SMS, live chat, community forums, web forms, and social media. (The last one gets a little more complicated, and we'll discuss it later.) Help desk subscriptions are generally configured to gradually increase (and price) features. By limiting support to some channels, you can improve the customer experience on those channels. 

4. Language support

The bigger the company, the more multilingual your business is. This is especially true for companies that offer cloud-based services or ship products internationally. Depending on your subscription, Zendesk will provide machine translation (although you're not sure why it uses Google Translate). Freshdesk and Happyfox provide tools to build multilingual knowledge bases, and a variety of others (including those mentioned) allow for translated agent interfaces.

5. Availability of support

If you want to provide customer service 24 hours a day, 7 days a week, your local business hours, or otherwise, please visit our helpdesk, which offers various business hours. This allows you to configure automatic responses to tickets sent after business hours, disable notifications for those tickets, and configure dedicated ticket routing so that agents in certain departments are not bothered by downtime. 

6. Report and analysis.

Once the customer service department has been established, performance should be monitored. The help desk tracks user activity from a wide range of tasks completed, tickets assigned, number of logins, etc., to details such as average talk time per agent and average customer satisfaction. Reporting and analytics capabilities analyze departments and individuals, analyzing performance across channels, ticket types, and even time of day. 

7. Support on social networks

There are different forms of customer service for social networks. It is as basic as a social web form that generates entries or makes self-service resources available through your Facebook profile. It can be more complicated, such as social media surveillance or sentiment analysis that notifies agents when a brand begins to show a negative trend.

8. Service level agreement

Especially for B2B service providers and companies with different levels of management, compliance with the service level agreement (SLA) is a problem for individual agents and almost impossible to take into account. Depending on your subscription, the help desk will allow you to create multiple SLA policies. Agents can apply them to select tickets to enable notifications and apply running clocks to ensure timely service. 

9. Scalability

The advantage of cloud-based help desk subscriptions is scalability. This allows users to add users and update, downgrade or cancel subscriptions in real time as needed (scaling local solutions requires an IT investment). And the weather).We offers users the option to purchase a one-time pass for $ 1, and we also offers a limited number of free seats for collaborators who can use the helpdesk feature but cannot interact with the customer. Make sure your VoIP solution adjusts accordingly. 

10. Integration

The help desk integrates and contributes to related business applications. CRM can embed the customer context into support tickets, and the e-commerce platform displays the purchase history. Report Services allows you to compare support performance against industry averages. 

Choosing a helpdesk is like deciding how to help your support agents on behalf of your customers at the right time and in the right way. All of this is key to an omnichannel approach to customer engagement aimed at optimizing service, improving the customer experience, and building a reputation that attracts talent and repeat customers.