Selecting a system to manage your users’ requests is the first step to improving the quality of your technical service. However, this process can get a little complicated, due to the large amount of service desk software that currently exists on the market.
Each of these platforms has its strengths and weaknesses, so it’s important to choose one that best suits the needs of your IT team. This way, you can avoid surprises that can negatively impact the quality of your service and the image of your business.
To help you with this important task, in this article we will give you some tips to select a service desk software and you will also learn the advantages of implementing this tool. Let’s begin!
What are the benefits of implementing a service desk software?
Improve internal communication with your team: Users no longer have to consult which department they should contact to solve their doubts. They only need to create a ticket, and the system will automatically assign them to the right person.
Increase team productivity: It will help you simplify agent tasks by creating workflows. You can also automate repetitive processes and use pre-built templates to speed up ticket creation.
Facilitate continuous improvement: They allow you to create reports to analyze the performance of your IT team and share this information transparently with the agents, managers, and executives of your company.
Tips to select a service desk software
1. Create a strategy to improve your customer service
Some companies measure the quality of their service through the rating given by their users. However, others dig deeper and take into account the number of returning customers as a sign that they are offering a quality service.
By analyzing this information, you will be able to understand better your priorities and select a system that is aligned with your business objectives.
2. Understand the expectations of your customers and employees
Before selecting a service desk software, you should know what your customers expect from your company. For example, while some users are interested in getting a quick response when communicating through a chat, others may need a knowledge base that allows them to read from a mobile device.
You can know this information by monitoring the times they mention your company on social networks, reviewing the solutions of your competition, or asking your users directly through a survey.
As for your employees, the goal is to reduce the agents’ stress, so they can do their jobs efficiently. Thus it’s important to hear the opinion of managers and IT staff, so you can select a solution that meets their expectations.
3. Know the scalability of the product
Before making a decision, you should check with your IT team if the tool you’ve pre-selected will allow you to support a large number of users.
By selecting a scalable software, you’ll be able to communicate better with your customers and collaborate with other departments, without sacrificing the quality of service. In addition, you will be sure that even in case you decide to expand your business, this platform will have the ability to handle a large volume of requests.
4. Focus on your budget
Regardless of the size of your IT team, the budget will always be an important factor you should consider when selecting a service desk software. Here are some factors you have to consider to select a solution that fits your estimates.
Don’t be distracted by discounts or low prices: A tool that has a low cost does not guarantee that it has useful functions. It’s best to select a system that meets your team’s needs, even if you have to pay a little more.
Consult your decision with your leaders: Show the selected tools to your leaders and ask for their approval before making a decision. Try to do this process transparently, so that your superiors know how the money is being invested.
Select a solution that operates in the cloud: Instead of buying a software license, implement a cloud-based system that offers flexible payment plans. Also, check if they offer discounts when you subscribe to an annual plan and if there are additional charges to use the system’s features.
5. Ask if they have a trial version
Some service desk software offers a free trial period, which you can use to get to know the system better and be more confident about your purchase decision.
You can also use this demo version to learn about its functions and performance. During this period, ask IT agents to take note of the features they find useful and the flaws, so you can evaluate each tool better.
Are you willing to try a service desk software?
Once you’ve analyzed the points we mentioned above, we recommend meeting with your IT team, so together can review the available options and make the best decision.
On the contrary, if you have not found yet a tool rich in functions and with an affordable price, let me tell you that your search ends right now. Freshservice has a platform designed to optimize workflows, within any organization. And has plans that fit your business needs.
Additionally, it has a high level of customization, and you can easily integrate it with other systems to automate your tasks and collaborate with other departments.
At GB Advisors, we help you integrate this and other technological solutions to increase your sales and boost your customer service. We offer you personalized attention with the installation and configuration of any software.
You will also receive advice from our group of experts, who will guide you step by step so that you can make the most of all these tools.
What are you waiting for? Contact us now!
