Choosing the right help desk software is not an easy task especially when there are so many of them out there. From knowing the experience you want to give your customers to the experience your support team should have, a lot needs to be considered. When you are choosing Best Help Desk Software for your business, you need to be sure it has all the features you need. Here are some important things you should look for when choosing a help desk software.
Factors to Consider when Choosing the Best Help Desk Software
Email Compatibility
It is important to choose a software that offers email compatibility. Since most of the communication takes place via email, the software should be compatible with it. Try finding a software that offers email compatibility with both the Exchange server and IMAP.
Price
Another thing to look at before you make the final decision regarding the help desk software is the budget you have. If you are on a tight budget, look for a software that offers you the core features you need. Also, it is important to keep in mind that it is not necessarily that the more you pay, the better the software will be. Cost can be misleading sometimes. Therefore, it is advised that you make an informed decision.
Security
With the help of your help desk software, you will be passing on client data. This data can include the personal information of your customers including but not limited to names, addresses and passwords. You do not want to lose this sensitive customer data to anyone. Thus, when you are choosing a software, it is important to find out how secure it is. It should be secure both for data transfer and for environment. Consider some form of encryption if you are using an email driven system for ticketing.
Web Interface
It is better to look for tools that offer both a web based ticketing system and an email based ticketing system. While some clients prefer the ease of submitting the request through emails, others will want to have more control in the form of a web interface.
Usability
While the help desk software is a very important tool, you need to make sure you keep the user-friendliness of the software in mind. You don’t want your support team to have a difficult time when they are using the software. It should be easy to use for both the support team and the customers.
With these things in mind you will be able to choose for yourself a great software which will take your customer service to the next level. Just make sure the Desktop application or software you choose has every feature you were looking for and then make the final decision considering all the aspects in mind.
