Help Desk Software

Help Desk Software Buying Guide

The best way to grow your business is to provide the best support for your customers. But, traditional email support may not be enough for you to manage all the customers' inquiries that come your way. For this, you need a better solution that will help you to manage your customers' inquiries in the best way, as well as give them the maximum satisfaction with your service.

Choosing the best help desk software for your business is not an easy thing to do, since there are a lot of help desk services available on the market today. They offer competitive pricing plan, with top-notch features that will ensure easy management for your customer support team. So, how can you choose the one that will give you the best customer satisfaction? Here are some factors that you need to consider.

Full Integration With All Platforms

Not all customers will choose to contact you via email. Some of them will choose to contact you via live chat for faster response, and some others may choose to contact you by phone or via social media. A good help desk software will provide you with a full integration feature for all platforms, which means that you can manage all the communications that come to you from multiple platforms in one dashboard. This will ensure easy management for all your customer conversations, which will allow you to respond to their inquiries faster as well.

Pricing Plan Per Agent Or Per Service

Some help desk services will provide a pricing plan per service instead of per agent, and most of them will provide a per-agent pricing plan. The difference can be really great if you have a lot of agents in your support team. If you use a help desk software that charges per agent monthly, you will end up spending a lot of money for that software. But, if you choose a service that provides a per service pricing plan, you can use unlimited number of agents without any additional cost, which will be cheaper for your business.

Services like FreshDesk also allows day pass option where you can buy one day pass in case of spike in user requests. This is easy yet affordable way to scale support without paying full month fees for the agents.

Easy Ticket Management

A good help desk service will provide an easy ticket management for your account, which will allow you to manage and organize all the support tickets in whatever way you prefer. You should be able to tag, categorize, and assign your support tickets for easier organization within your customer service team. There are other ticket management features that you can expect from a good help desk software, such as merging tickets, managing attachment, creating a canned response, and more.

Brandable Knowledge Base

Most help desk services will allow you to create a knowledge base for your business, but not all of them will be brandable. The benefit of having a brandable knowledge base is that you will be able to present your help center or customer support center in a professional way. By using a non-branded knowledge base, you will not be able to personalize your help center, and your customers will also not be able to really trust the information that is written there. Thus, for the best experience, you should choose a good help desk software that will allow you to create a brandable knowledge base at no additional cost to you.

Conclusion

How can you find the best help desk software for your business? Those factors can help you to determine the best service to use, as well as to ensure the maximum customer satisfaction that you can get from such service. Generally, the service that offers full integration, affordable price, easy ticket management, and brandable knowledge base is the best service that you can pick among many similar services that are available on the market today. By using a high quality customer support system for your business, you will be able to ensure the best communication between your business and your customers, and once you take care of this, you will be able to grow your business over time.