What is the best way to evaluate help desk software?
You've made up your mind about investing in help desk software. As you begin your research, you get bombarded with a multitude of options and features.
It gets overwhelming, but we've got you covered with this checklist to help you find the best help desk for you:
“Do you need a check list to ensure the perfect fit for your company?”
You’ve come to the right place.
5 step guide to evaluating help desk software
- Define the scope
- Analyze the cost
- Try before you buy
- Know the niche
- Read customer reviews
1. Define the scope
Start by identifying the problems you want to solve. This will help you recognize the functions that you need your help desk to perform. Learn about the features, analyze use cases, compare them across brands, and find the perfect fit.
2. Analyze the cost
Most help desks have per agent pricing models. Based on your team's size, look out for the software that provides maximum features at a reasonably low price. There are ready-made pricing plan comparisons available to help you figure out the best bargain for you.
3. Try before you buy
Once you zero in on your final choices based on team size and cost, try them out. Most brands offer a free trial. You can get your whole team on it to ensure users with different roles are satisfied with the software's performance. If the help desk software seems a bit daunting initially, get help—brands are only too happy to show you around their product! You can also get a gist of the quality of service you will get from them when you're a customer.
If you're ready to test out, sign up for a 15-day free trial of Zoho Desk software now. Then walk through the features and explore the advanced automation, Meet Zia - The AI assistant, Draw a Blueprint to advance process automation, Enjoy the easy UI, and then decide which edition you want to buy.
4. Know the niche
While there are products that offer the full spectrum of customer service features, each of them has its own set of niche functionalities. When you try out the basics during most of the trial period, don't forget to test the unique qualities of the software along the way. These features have been designed after analyzing use-cases and have the power to transform your customer service for good.
5. Read customer reviews
Browse through the top review sites, ask the brand for customer testimonials, and go through sites to understand their unique value proposition. Learning what their customers have to say can paint a picture of the real-time challenges they help desk resolve.
A Beginner-friendly Guide for your businesses
Check out our help desk guide to prepare in more detail and make an informed decision.
industry’s first context-aware help desk software, with multi-channel capabilities that provide smart multi-lingual support.
Trusted by users around the globe, Desk offers advanced automation, an AI assistant, Zia, a simple and easy UI, real- time analytics, self-service help center, and multiple editions to meet your needs.