How to choose the right helpdesk software

With a plethora of tech support solutions on offer in the marketplace, choosing one isn’t always straightforward! With each system having its own pros and cons, it can be difficult to decide which helpdesk solution offers the best choice for your particular enterprise.

However, if you go about your evaluation in a systematic way, you’ll find that the choice does become easier. We’ve highlighted several considerations that will simplify choosing a technical support solution that’ll work best for your company.

1.   What do you want the software to do?

Set clear objectives of what you want the software to deliver for your business. You must understand the problems and issues that you need the software to solve very clearly. For instance, do you need the software to help you institute changes you’ve been considering? Or do you need it to help you deal with complaints more quickly, or manage tickets more efficiently?

You also need to clarify the expectations you have of the new tech support system. Do you want it to make information sharing easier, or do you want it to principally help your support team to organise and manage support requests efficiently? Or do you want it to deliver a robust reporting function? Being very clear about what you want will help you select the best helpdesk software.

2.   Consider your ROI and budget

Budget is always a crucial consideration – and buying tech support software is no exception. More than just the upfront cost, you should also consider payback time and return on investment. Will it produce cost savings or boost output as a result of higher efficiency and improved CX? Employing a charge-back model will enable you to calculate the payback period and return on investment directly.

3.   Highlight all your requirements

Draw up a comprehensive list of all your requirements. Using the expectations and problems referred to earlier will help you do so. Conducting a gap analysis will also be useful in this regard as it will clearly highlight existing shortcomings and where improvements are needed. You’ll be better able to draw up a clear list of the requirements to address the holes that have been identified.

Related content: 10 Best Practices for Technical Support

4.   Further considerations to bear in mind

• Will the new system ‘fit’ your organisation well? Will the new tech support software plug the gaps identified in your service and deliver the requirements and objectives you identified?
• Clarify the deployment. You need to know whether the new tech support software can be deployed in-house, and whether your business is legally permitted to use helpdesk software that’s hosted in the cloud.
• Does the new system ensure scalability? It is vital that the new system allows for future growth in terms of more customer support agents, more end-users, and more modules and tech tools.
• Is the pricing realistic? You need to maintain a balance between getting the features and licences you need and affordability. Also, is the maintenance and support you need included? You also have to take a close look at the contract terms before deciding on the system to go for.
• Does the new system fit the structure of your business? It must be compatible with the culture, command chain and processes of your business.
• Is the new system user-friendly? A system that is easy to use is vital for both your customers and your agents.
• What quality of support will you be getting? Will it be speedy and over multiple support channels? Does it give you multi-language support if you need it?
• How secure is the system? The safety of your business’s and your customer’s information is of prime importance, so does the system offer safety features like access permission and data encryption?
• Is the system compatible with CRM and API integrations? This will be very important if you want to expand your helpdesk into a central command centre for all your company’s operations.

Related content: Can (and should) you outsource technical support?

Here’s a final checklist just to reiterate:

• Have you clarified your business’s needs?
• Do the features and functionality of the proposed system meet those needs, like ticket management, and building and maintaining a knowledge base? Does it offer automation capabilities?
• Is it user-friendly? Is it easy to navigate for both your support team and your customers?
• Is it seamlessly compatible with the other systems or tools your business uses regularly?
• Is it scalable in terms of future growth?
• And finally, test out the software before you commit! Make sure it works well in a real-world setting.

In conclusion

Remember that choosing good helpdesk software is vitally important to the success of your brand. It performs one of the most crucial functions in your business – giving your customers great CX! If you’re not sure what helpdesk software is right for you, Digital Customer Care Company can help you with this important decision.