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HOW TO CHOOSE HELPDESK TICKETING SYSTEM SUITABLE FOR YOUR BUSINESSChoosing the right helpdesk ticketing system for your company may not be a simple decision. Very often when you decide to introduce a Helpdesk within your company, you take the first step towards a well-structured customer care model (customer care), as well as quality and this obviously requires an important investment (not only economic) ).
However, customers are not the only actors in this model. For this reason, before choosing a solution, there are some questions you have to answer about your customers, your support team and the whole company in general.
Define the type of helpdesk ticketing system you want to provide
When comparing the features and functionalities of the various helpdesk ticketing system, the real motivations behind the purchase of the software may be overlooked. This is why it is necessary to collect certain information a priori, for example:
What do your customers expect?
Your customer base has certain characteristics and needs. Do you prefer assistance via the email channel? Are you comfortable with self service tools? Do they expect a response within an hour or a day?
It is essential to learn the behavior of our customers to understand the difference between their current and desired satisfaction status.
What relationship do you want to have with your customers?
Imagine the interaction with the company on the customer's side. Do you need access to a website or do you just need to send an email to get support? Would they like to have the opportunity to contact the company through multiple support channels?
What relationship do you want to have with your support team?
Not always the introduction of a new management model is welcome within the company, especially if there are operators accustomed to certain mechanisms for years. Seeing to overturn the modalities of assistance can present a shock. Being the Helpdesk ticketing system of a first-line tool for contact and loyalty of its customers, it is essential to choose the right one. A clear, simple and intuitive tool for your team will facilitate the transition from the old system to the new one, thus reducing any adversity to novelty.
What do you want to change compared to your current support service?
Whether you have a simple support address on Gmail or you want to switch from one Helpdesk to another, this change can be an opportunity to completely rethink your approach to customer service.
For example, many small companies use a single email address for all types of requests, whether they concern the business sector or support it for example. This can be good if the load of requests remains quite contained, but if it starts to grow and the load increases this can only generate confusion and the risk of losing some request (something unacceptable from a customer care perspective).
Choosing a HelpDesk ticketing system also can be an opportunity to sort and automate the distribution of requests through "workflows", or automation models, so that you can keep track of these more easily and above all simplify the work for your assistance team making sure that requests with certain characteristics are automatically assigned to the most competent operators.
Once you have the general picture of what kind of service you want to offer to your customers, you have to analyze the "against" compared to choosing a HelpDesk ticketing system, whatever you choose.
Define your choices well
It would be appropriate to create a list with the essential characteristics that your Helpdesk must have and those that "if there were would be welcome". Ask your support team to write down all the activities contained within the support process in two columns:
Essentials: If the Helpdesk does not contain the "X" feature then you can not provide the assistance service you want
Non-essential: If the Helpdesk contains the "X" feature you could provide better service and increase customer satisfaction
First of all you have to concentrate on the first column by looking for the Solutions that provide for it.
How to evaluate the characteristics of a HelpDesk Ticketing System?
• Is the desired feature configured in the Helpdesk or can it be integrated with a separate application built specifically for it?
• What is the added value that this feature brings to my customers? And to my support team?
• Are there any technical requirements to be met? (for example, data format or compatibility with other systems)
• Are there any other products or services that you need to integrate with this activity? Is it possible to integrate them?
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