In today’s fast-paced business world, help desk software is essential for any company to provide the best possible customer service. With the right help desk software, you can lower costs and raise productivity. You can spend less time training Agents and more time making customers happy. And you can be confident that every customer service issue is fully tracked, and that no case will fall through the cracks. But selecting the right help desk is not an easy task. Choosing the wrong solution can make all the difference in the success of your business. With such a wide range of software available, how do you select the right one for your business? Here’s a few things to consider:

1) Side-by-side comparison: When selecting a help desk, it’s important for you to checkout the comparison between the different types of help desk software. There’s a list of help desk software software listed on Get App and Shopify. You should also check out other online marketplaces and read customer reviews to see what users are saying about them.

2) Sign-up for a trial: Many help desks offer a trial period to get started free. Take advantage of all of the resources available to you so you can carefully select a help desk best suited for your support team.

3) Simple set-up: If you end up with a help desk that has complex features and lengthy training sessions, it will not only confuse your Agents it will add cost. Help desks are suppose to “help.” So find a help desk that you can set up in minutes so you can get your support team up and running in no time.

4) Figure out features you need: Think about what features your support team needs before investing in a help desk. Many businesses select a help desk with a core feature set such as efficient case management system, email compatibility, and social, mobile, and traditional support channel integrations. The best help desks put everything you need front and center so you can support your customers wherever they need it.

5) Intuitive user interface: Find a help desk that focuses on an intuitive user interface. A disjointed user interface can be very confusing for your customers. They can be clicking in the wrong place and be spending more time understanding how to use the product than acting resolving cases. Make sure to consider the overall information architecture as well as the design.

6) Think affordable: Don’t make the assumption that the more you pay, the better your help desk will be. That’s not always the case. Some help desks offer a lot of features that you probably don’t need and will find challenging to use. What’s worse is that if you want to add more features, you’re required to upgrade to a more expensive help desk. Choose a help desk that offers affordable pricing where any sized company can start at no cost.

Businesses who are serious about providing the highest quality customer service need the right technologies and systems to support the customer at the right time. Choose the right help desk software that can quickly integrate with your existing support structure. That way, you can confidently roll out a system that will meet the needs of your customers.



Alex Hisaka is an Inbound Marketer at Desk.com. You can find her on Twitter at twitter.com/alexhisaka