Interscale Content Hub – We all know help desk software has loads of benefits. So, how to choose help desk software for your business?
This is a big deal because there are so many options out there, and every software has its own unique advantages.
Do you want to make sure the software has features like AI integration and omnichannel support? Or should we be looking at cost and scalability?
And let’s face it – what works wonders for one company may fall short for another.
So, let’s talk more about how to choose the right one.
Features to Consider
When you’re choosing help desk software, it’s a good idea to think about the features you really need.
In the “Employee Assist NGSD Vision: Enabling a Service Desk Fit for the Future” by Fujitsu, several critical features are highlighted.
The first and most essential thing is ticket management. As we know, a good ticketing system is the backbone of help desk software.
Efficient systems can handle the day-to-day stuff like password resets, which, according to Fujitsu, can make up a big chunk of support requests.
This automation lets support agents focus on more complex issues, which helps make the whole process more efficient.
Then, Fujitsu talks about how AI can help deliver a great user experience by understanding what users want and how they behave.
AI-powered chatbots can handle the usual queries, so human agents can focus on more complex problems.
The latest advances in natural language processing and machine learning are making chatbots far more sophisticated and capable.
Then, consider how customers today want a consistent experience across different platforms so they can quickly get the same answers.
That’s why we need to make sure the software can work with different communication channels, like email, social media, chat, and phone.
Fujitsu also believes it’s important to empower users to help themselves with easy-to-use self-service options that are available whenever and wherever they need them.
Ideally, the software should have features for comprehensive self-service options, such as FAQs, knowledge bases, and tutorials.
The software should also be able to integrate with other business tools like CRM and marketing.
This integration gives you a complete view of customer interactions and lets you move data around easily.
Fujitsu says it’s vital to bring all the support elements together in one simple-to-use portal, so you get a smooth and efficient support system.
Of course, security and compliance are non-negotiable. To keep customer data safe, robust security measures and compliance with data protection regulations like GDPR and CCPA are absolutely essential.
As a starting point for your software options, you might want to read “What is the Best Help Desk Software: Guide to Powerful Customer Support.”
Business Factors to Consider
Once you’ve got the features down, there are a few other things to think about when choosing help desk software.
So, we need to think about how the software should grow with your business, making sure it can handle more tickets and support more people.
Yes, your business needs solutions that can grow with you, to keep up with the fast-changing world of work.
Also, we need to make sure we get the best value for money.
Fujitsu says it’s a good idea to keep an eye on your budget and review your spending regularly to make sure you don’t end up with any nasty surprises.
How users experience the help desk software is massive. Having a user-friendly interface is vital for both agents and customers.
Fujitsu thinks intuitive and easy-to-navigate software is key to getting people to use it and stopping them from using other, less official, software.
Then, we need to make sure the vendor gives your team all the support and training they need to get the most out of the software.
Absolutely. Extensive support and training resources are key to empowering users.
The idea is to make sure teams can use the software easily, so they don’t have to waste time waiting for it to work, and they can get more done.
Finally, you can tailor the software to fit your company’s specific needs.
Being able to tweak workflows, templates and user roles can help the software fit in with your business processes.
Challenges When Choose Help Desk Software
Integrating with existing systems can be a bit of a headache and take up a lot of time.
That’s why making sure the software you choose has good API support and integration tools is probably one of your main concerns.
Also, think about how tricky it can be to get users to adopt the new software. It can be tough to get your team on board with new software.
So, it’s always worth investing in thorough training and change management strategies to make the transition easier.
Then, think about how moving data from old systems to new software can be risky.
Fujitsu’s approach to integrating both dynamic and static data shows how important it is to plan carefully when migrating data.
You need to plan carefully and execute meticulously to ensure data integrity and continuity.
And don’t forget about how cost overruns are a common issue. Yes, you can end up spending more than you expected on extra features or scaling.
So, keeping a clear budget and regularly checking up on how much you’re spending against what you planned is a good way to manage and reduce these risks.
To learn more about why outsourcing your helpdesk is a good idea, you can check “What are Some of the Reasons to Outsource Your IT Helpdesk?“
How Interscale Can Be Your IT Helpdesk Supporting System
As you see, choosing and implementing help desk software can be a complex process.
That’s why we at Interscale can be your reliable alternative. We’ve got all the IT helpdesk solutions you could need, tailored to your business.
With Interscale by your side, you can expect personalized support that goes beyond simply fixing problems.
Whether you need remote assistance, on-site support, robust cybersecurity measures, or proactive IT management, we’ve got the expertise and resources to address it all.
Our proven track record speaks volumes: 8,553 tickets closed, 8,500 projects delivered, and an average help desk wait time that’s the envy of the industry.
We pride ourselves on resolving 90% of tickets within an hour, minimizing disruptions to your business and maximizing your IT investment.
So choosing Interscale means you get quality service with a customer-centric approach.
To find out how we can help with your IT support needs, kindly read our Helpdesk Support page here.
Or, if you’re ready to take the next step, we’d be delighted to schedule a one-on-one consultation to discuss your unique needs.
In Closing
As customer service keeps changing, keeping up with the latest trends and technologies is vital.
This approach will make sure your help desk stays a valuable asset to your business.
At the end of the day, you can be sure you’ve got all on how to choose help desk software that’s just right for your company.
