What Type of Support do your Customers Expect?
The first thing that you need to do is work out what kind of support your customers expect. At the end of the day, your customer base will come to you with their requirements so you just need to take note of them if you can. Think about it, do they prefer email? Are they comfortable using any kind of self-service tool? Do they want an answer in the hour? Or in a day? If you can look out for clues as to what your customers want from you then you can find out how satisfied they are, and what you need to improve on. If you do this then you will be able to choose the right help desk with ease.
What Experience do you want to Offer?
Picture your ideal customer interaction, through the eyes of your customers. Do they need to use your website to get help or can they fire a quick email to your company instead? Do you give your customers the chance to access support through various channels, or not? Little things like this can really help you to make sure that you are giving your customers what they need and it also makes it easier for you to give them the right kind of support too.
What Support do you Want to Offer?
Your support team might not love help desk software, but there’s a high chance that they will use it constantly and they will also rely on it very heavily. You’ll want to make sure that your customers are using the right kind of service desk software as well if you can.
What can You Change Right Now?
It doesn’t matter whether you are moving from a Gmail inbox that is shared across your team or whether you are switching from a single help desk tool to one of a different format. Because this change is a real chance for you to rethink your customer support and how you approach it in general. For example, a lot of small companies use their support inbox for everything, which means that a one or two-person team will handle everything from sales contacts to renewals and even advertising. If you choose a new help desk then this gives you the chance to set up a different mailbox so that you can automate some of your workflows much more efficiently.
Refine your Choices
Now is the time for you to go through all of your features so you can create a list of the ones that you need to have, as well as ones that you’d like to have. By doing this, you can then make sure that you are getting the best result out of your help desk in general.
