By Garth Bevan
Startup founders and small business owners often like to have a hands-on approach in varied aspects of company management. However, it remains their core job to ensure that customers are happy and satisfied. As your business grows, you have to deal with more customer queries and requests, and that can leave your helpdesk teams overwhelmed and overworked. The good thing is a lot of the helpdesk work can be automated and managed better, and small businesses must consider investing in help desk software. In this post, we are sharing quick details on how to select the right software for small businesses.
- Figure out your requirements. Talk to your helpdesk team members to know their immediate concerns. Are they having trouble dealing with tickets from different sources? Or are they overwhelmed with the numbers? What are the work flow concerns in managing customer care? These are some basic questions that will come in handy in selecting the right software.
- Check the features. A good help desk software must be easy to deploy and use, and should have a simplified interface. It is absolutely wise to go for a vendor that has many features to offer, but more importantly, these features should be customizable. Also, your company needs to decide what level of scalability is required, because the software should be able to suffice future needs too.
- Find more on ticking system. Having a good ticking system is critical for your customer care teams. Check if the IT help desk software has one, and from what sources tickets can be collected and sorted. The best software products can take tickets from website forms, email, via manual entry, and through customer user portal. The ticketing system should allow the employees to take necessary action and close tickets as early as possible.
Pricing and beyond
Comparing different help desk software products can be tricky, because as a small business, you are trying to save money. However, keep in mind the purpose of such software and how this can impact customer relationships. In other words, there is no point in taking a risk, when you pay a tad more and rely on a more well-developed and feature-oriented help desk software. Just do your homework, consider the pricing, but don’t be tempted to save money alone.
A good help desk software system is like an investment for your customers and employees, who matter over everything else, and you would want to retain them.
