8 Tips on Choosing Help Desk Software for Small Businesses

8 Tips on Choosing Help Desk Software for Small Businesses

About 86% of consumers are more inclined to pay for a better customer experience. In fact, 76% of buyers think companies should better anticipate their needs. Meanwhile, 75% agree customer experience is an important factor when they’re making buying decisions. 

Do you want to improve your customer experience this year? Consider choosing better help desk software. With the right software, you can provide customer support around the clock.

Otherwise, your customers might grow frustrated. They might leave your business and choose one of your competitors instead.

Meanwhile, you’ll miss your chance to attract loyal customers and improve your ROI.

Don’t fall behind this year! Instead, use these eight tips when comparing different support solutions. With these tips, you can help your customers and your business.

1. Know Your Goals

Before researching different help desk software options, consider your goals. What problems are you trying to solve? What issues are you experiencing with your current help desk software?

Understanding your current software’s shortcomings can help you choose a better help desk for your business.

Do you want to manage tickets or assets? Do you want to respond to customer needs faster? 

You might want to look for software that can make communicating through notifications and emails easier. Maybe you want better reporting abilities.

Make a list of the goals you want to accomplish with your help desk. That way, you can prioritize finding a help desk with these capabilities. Otherwise, the software you review might fall short.

2. Establish Requirements

Use your goals to determine what features you require from your help desk software. Make a list of “wants” versus “needs.”

You might find software that has most of the items on your list. Making a list of “needs,” or your priorities can help you find the best software available.

As you explore different help desk software providers, ask yourself:

  • Do we need this feature as a built-in addition?
  • Can we connect a separate tool to our help desk that will do a better job?
  • Do we need to meet any legal requirements with our help desk?
  • What data storage or privacy controls do we need to consider?
  • What value will this feature add to our team and customers?
  • What technical requirements will we need to meet?
  • Does this feature offer accessibility options?
  • What other services or products will we need to connect to the software?
  • Are integration options available?

These questions can help you separate your “wants” and “needs.” Then, you can explore different support solutions with these requirements in mind. 

3. Determine Your Budget

Before you choose your software, you’ll need to consider your budget. Take the time to consider how each software will improve your ROI, too. 

For example, you could save money on resources. The software could help you increase output, too. Meanwhile, providing customer support could increase customer loyalty and retention rates.

Your ROI should increase as a result. 

4. Consider Your Customers

About 73% of customers agree the customer experience drives their buying decisions. Another 86% of customers will pay more for a better customer experience.

Every business is different. Take the time to determine what “great customer service” means for your company. What level of support are your customers expecting from your brand?

Your customers have their own requirements and expectations. Failing to meet their expectations could cost you, customers.

The best help desk software will help you serve your customers effectively. 

First, consider what type of support customers already expect from your business. Ask yourself:

  • Do our customers prefer email?
  • How quickly do they expect a response?
  • Are they comfortable with self-service tools?

You can use a survey to learn more about your customers.

Think about the experience you want to provide your customers, too. Picture the scenario from their point of view. Do they want to chat with someone on your website or send an email?

Do they want to use multiple channels or one form of support?

Understanding your customers can help you determine what help desk features you need. Focus on finding software that’s attractive, reliable, and easy to use. Your customers will thank you for it.

If you already have a customer service system in place, consider the current shortcomings your customers are experiencing. What improvements can you make? How can you streamline the workflow?

Once you have a picture of the customer service you want to offer, you can start narrowing down your options.

5. Create an Evaluation Team

Try to choose at least three help desk software providers based on the above tips. Then, create a software evaluation team. Choose a few people, including:

  • A senior leader or manager
  • Help desk power users
  • At least one junior-level customer service person

These employees have different needs and backgrounds. You can learn from their experiences to make sure the software suits everyone in your organization.

Have each person test the software. What problems are they experiencing? What do they like about the software?

They can help you further narrow down your options. 

6. Test the Customer Experience

Don’t forget to test the software with your customers in mind, too.

How will they interact with the help desk solution? Consider completing a support conversation from their point of view. What shortcomings will they experience?

Is the help desk easy for them to use? What is the process like from the customer side?

If the software makes life more complicated for customers, scratch it off your list.  

7. Start a Trial

Consider starting a trial for a few members of your team.

Is it easy for them to navigate? How quickly does the software load? Does it create a frictionless experience?

Consider the reporting options, too. You can use data to further improve your customer service.

Will the software scale as your come grows? Are you paying for more than you need? Make sure you’re not paying too much for an overly complex system. 

8. Look for Support

Don’t forget to choose a help desk that can help you, too. Does the company offer support? What if you need to improve the process?

If you can’t get help right away, look at another option.

The Help You Need: Choose the Best Help Desk Software for Your Business

Finding the right help desk software can improve the customer experience for your business. You can keep your customers happy and retain loyal buyers. Your ROI will improve as a result!

Meanwhile, you can make life easier for your support team.

Want to improve your current process? We’re here to help.

Request a demo today to get started.

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