Ever since the Internet came into the picture, businesses have embraced multiple channels of customer support. Today, customers demand consistent service experiences across these channels – a reasonable expectation that’s almost impossible to adapt when your business is using different tools for different channels. So how can you unify your support processes and create a more coherent customer support experience? A helpdesk consolidates all your support, letting you drill down into issues. It helps you deliver contextual customer support without your agents getting in each other’s way.
But, with so many options out there, how would you choose a helpdesk that will work well for your unique business challenges? Here are the questions you’ll need to answer, to find a Ticketing System that’s right for your business.
1. Internal vs external?
Decide what you’re going to use the helpdesk for. Who are your end-users, and what are the tasks you want to perform with your IT helpdesk? Depending on the answers, you can determine whether you want a customer support helpdesk or an internal IT service desk. Although there are similarities, these two are not interchangeable.
2. What do your customers expect?
The key to providing good customer support is understanding what they want from you. Some customers expect speedy answers while others are willing to give you second chances provided they do not face similar challenges in the future. You should be actively researching ways to improve. The best way to do so is simply asking them via a service survey.
3. What features does my business need?
It’s important to not only look for features you need but also ensuring that you aren’t getting what you don’t need. You don’t want to get a feature that is going to overwhelm your support staff and needlessly complicate things. There’s a fine line between getting extra value and just wasting your CapEx. Also, it’s better to think ahead and see if you could potentially use extra features in the future.
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