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Four tips for choosing the right help desk software

Customer support is a huge part of running a successful business. In fact, it may be as important as the product or service you provide. Your company's help desk handles customers who bring complaints, questions, and troubleshooting issues - and must do so with grace and compassion in order to foster positive relationships with your customers. Help desk software vastly simplifies this process.
But how should you choose help desk software? Consider the following criteria as you weigh your options.

1. Does it offer multiple venues for support?

Your customer service needs will be different depending on the industry, but good help desk software should still offer the most basic support channels. Your customers will rely on email support as well as on your call center. Some customers may also want to get in touch via social media, and they often appreciate the option of a live chat client as well.

2. Does it help users solve the problem themselves?

An offline knowledge base is also a great feature, because many customers will be able to solve the issue themselves by using self-service features – like a searchable FAQ or a step-by-step troubleshooting manual. An online forum for users to discuss customization or problem solving can also be a huge benefit.

A knowledge base is also extremely helpful to support staff. Place common problems and their solutions in a knowledge base to ensure support agents can quickly find the answers they need, and customers can also provide feedback about which solutions are most helpful for their needs.

3. What tasks should your software handle?

Help desk software should be able to handle a variety of tasks. We often think of “customer service” as a venue for resolving consumer complaints, but there’s a lot more to it. Your software should have features for taking orders for products or scheduling services and appointments. An answering service or message is also a key feature, and you’ll want your software to help qualify potential leads as well.

Take a look at the software’s ticket management system. A good system will allow you to provide thorough and efficient support. Check for features that let you set priority issues, categorise help requests, assign tasks to different support personnel, and track which tasks have been completed.

4. How much does it cost?

Pricing is one of the most common objections among businesses choosing new software solutions. Just because you run a small or mid-sized business doesn’t mean you can’t afford excellent customer support. If anything, a help desk solution will help your business improve returns by tracking customer feedback and providing customers with a knowledge base they wouldn’t otherwise be able to access.

When it comes to choosing help desk software, see if the software offers a pricing model “per agent seat” – meaning you’ll only have to pay for as much as you use. As a result, you’ll offer your customers great support, which improves your bottom line, without spending too much upfront on a solution.

Some solutions offer two different types of pricing, allowing you to further customize for your needs:

    a) Software as a Service (SaaS) pricing is a scalable option that includes items like sales, employee management, analytics, time management, and more. Look for a SaaS plan that shows a clear distinction between the features for each plan solution to make sure you choose the plan that’s right for your company.

    b) On-premise, one-time license pricing means you’ll only pay one fee. Instead of subscribing to a service, you’ll purchase software for your internal use. The software will be installed to your server, and you’ll pay upfront (or on a payment plan) for a license you can use indefinitely.

5. Does it follow data storage regulations?

You should be aware of regulations surrounding data storage, especially in the US and the EU. For example, you can only store data in certain countries under the new EU General Data Protection Regulation (GDPR). The law was recently put into place to protect EU citizens’ personal data, but it also affects which types of data can be transferred and stored abroad.

These regulations are strict, and the penalties in place are harsh. Your software solution needs to have a clear and comprehensive privacy policy to protect you and your customers from facing penalties for illegal data transfers.

The Final Decision

Ultimately, the choice is up to you. Many help desk solutions will allow you to evaluate their pros and cons with a trial period, so you can decide whether the software is right for your business.

12 May 2016 16:11


About Boris Dzhingarov

Boris Dzhingarov graduated UNWE with a major in marketing. He is the CEO of ESBO ltd brand mentioning agency. He writes for several online sites such as,,, Boris is the founder of and