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5 Things to Look for While Selecting the Right Helpdesk Software

5 Things to Look for While Selecting the Right Helpdesk Software

For managing the customer support effectively, it is important to search for the right help desk software. The tips available in this article will help you understand the attributes of help desk software that further assists you in fulfilling your business goals and marketing objectives.

Before getting started with the task to select an effective help desk app for your business, it is vital to understand that the aim of the application is to provide fast, reliable and accurate information and answers to user queries and questions. The following criteria and tips must be considered while selecting the help desk application for your business.

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1. Support & Assistance Channels

The Help desk Support app must incorporate common customer support channels such as email, social media support, live chat, call center as well as offline support channels such as knowledge based sections. The application must be selected keeping in mind the support features that your business needs the most. Help Desk Software (f.e. LiveAgent) is perfect if you want to make customer support a priority. It’ll help you integrate email, live chat, voice, social and offline support into one application.

2. Feature & Attribute Set

Not all businesses are the same, neither are their requirements. Based on the nature, volume, size, type and other attributes of the business, help desk softwares offer features which must be selected before finalizing the setup. It is not always the case that the app only offers online supports, applications that provide offline support can also be considered, but you must have enough resources to handle selected offline support channels.

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There is also an open source help desk software – Hesk – (available for free trial for limited time only) with easy interface and it requires minimal efforts to setup. It gives you complete control over asset management, analytics & help desk in one single package. However, to unlock most of the advanced features, you will have to upgrade to a paid version.

ZenDesk is another premium help desk software that covers all your support requirements and makes sure everything goes smoothly. You can have a free 30 Days trial to explore around and then take it as an arsenal of your company.

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3. Customer Support

Improvement is the key to success and when it is about a help desk support, constant improvement making use of the latest techniques is required. There are questions that have vibrant answers. Some answers are not constant and alter with time. You must check if the solution offers an answer which is appropriate and time steady. Also, you have to decide if customer support is available round the clock or is during business hours only.

4. Integration & Plugins

Your use of integration methods and plugins depends on the Content Management System (CMS) as well the type of shopping cart you use. You have to cross check if the help desk software is ready with appropriate plugins and integration methods. It is important that the application must be easy to customize to fulfil the intended requirements. Check if the application possesses the ability to connect with third party apps such as CRM software, email marketing tools and payment gateways.

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5. Pricing

This is in fact the most considerable feature while selecting a helpdesk application. The pricing must be appropriate for the size and budget of your business. The pricing criteria for a number of help desk softwares is based on a ‘per agent seat’ model. It is important to consider the future features and updates that the app offers before opting for one.

As a whole, it can be concluded that SaaS (Software as a service) solutions are the best options when it is about implementing help desk software. Subscription based applications with zero license fees are an add-on. Due to the fact that the SaaS provider will manage all the upgrades and updates, there is no scope to worry about. The administrators do not have to manage the bandwidth, hardware or the software with the increasing customer base.

Cloud computing and storage environment makes the SaaS apps more scalable as they offer all time and anywhere access. Above all, the backup services are also offered by the SaaS service provider and that without interfering the user processes, so there is no problem of unavailability of the application or data loss.

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Abhay Jeet Mishra

Writer at Lifehack & Enterested.com

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Last Updated on November 19, 2019

10 Smartest Productivity Software to Boost Work Performance

10 Smartest Productivity Software to Boost Work Performance

Productivity is the ability to perform tasks efficiently and in a timely manner. In today’s busy and competitive business world, productivity is paramount for any business, organization or corporation.

Productivity is more than just performing tasks successfully. It is about investing and allocating resources, so the company or business can perform to meet its core goals.

As part of 2019, it is important to commit to new goals. When shopping around for new productivity software keep in mind the following things: cost, reliability, cross-platform compatibility, on the go, technical support, etc.

In the subsequent sections, we will examine the most recommended productivity software in the marketplace. In addition, we will look at what makes them tick and what separates them from the rest of the pack.

Projects and Tasks Management

1. Monday dot com

    Monday dot com was founded to create a team management solution so people connect to workplace processes across any industry. The productivity tool is used in more than 140 countries.

    The user interface is intuitive and impressive. It makes collaboration productive and fun because of its simplicity.

    The tool is deemed to have one of the best user experiences across the mobile and online project and task management platform.

    The product includes usability, customization, admin control, group management and control, private or public control, in-group messaging and more.

    Check out the software here!

    2. Asana

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      The mantra behind Asana’s product is to enable teams from across different organizations to work together effortlessly.

      The software comes with lots of customizations. When you create a project as a user, you can choose between a traditional task view and the kanban-style board view. The dashboard allows you to see the progress on a project, and it includes an excellent advanced set of search tools.

      Also, Asana’s Android and iOS apps do retain the web interface’s clean look and feel.

      Check out the software here!

      3. Trello

        Trello was founded in the summer of 2010 and two years later the platform added 500,000 members. Anyone within sales, marketing, HR and operations can collaborate successfully with this product.

        Moreover, the tool has over 100 plus integrations with Google Drive, Slack, Jira and others. The product works flawlessly across various platforms.

        Some of the well-known features includes is speed, easy-to-use, and set up. The interface includes due dates, assignments, file storage, checklists and more.

        Check out the software here!

        4. Jira

          The Jira software is flexible and heralded as the next-generation project.

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          The software allows teams to design and adapt the software to an organization’s needs. This includes having visibility into long term goals, project roadmaps, status of work, real-time release information and more. In addition, the interface is customizable.

          The Atlassian Cloud does not support multiple separate domains, subdomains or domain aliases in Google Apps.

          Check out the software here!

          5. Evernote Business

            Evernote was founded in 2008 and reached 11 million users by 2011. The company was founded on the premise that their product should address the ever-increasing volume and speed of information.

            The product helps bring together groups of teams because of versatility and functionality. It creates documents, collaboration on projects, store information all a single location.

            Moreover, you can find information quickly and includes effective search capabilities and integrations with existing tools you may already use.

            Check out the software here!

            Communication

            6. Slack

              Slack was founded in 2013 and the tool is heralded as a collaboration hub. Slack is where productivity happens. When you start a new project, hire new staff, deploy a code, review a sales contract, finalize on a budget, Slack covers all of these. Some of the major highlights include highly customizable notifications and seamless integrations with other collaboration and office tools. The free version of the software comes loaded with features, but does not archive old message. So, you have to review what are the best options for your organization or business.

              Check out the software here!

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              7. Spike

                Newcomer Spike makes emails more conversational by helping teams maintain productivity, communication, and collaboration. All of these are achieved from within their inbox.

                Spike works on top of any existing email (O365, G suite, and IMAP) turning it into a real-time messenger and making your communication much more functional and efficient.

                Spike’s features include built-in groups and channels, voice and video calls, email encryption, instant access to all your files, and much more.

                Check out the software here!

                Creation

                8. Office 365

                  Microsoft’s Office 365 could not be excluded from the conversation and especially as it pertains to productivity software.

                  Of course we are all familiar with Word, Excel, PowerPoint, and Outlook. But there is more capabilities that come with it.

                  You have business-class email, online storage space, and teamwork solutions. These services can be accessed from just about anywhere.

                  Within this suite is Microsoft Sway, which is a presentation software and a step above PowerPoint.

                  Check out the software here!

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                  9. Grammarly

                    Grammarly helps to cut down time on editing. Professionals in several industries like law, healthcare, academia, marketing, engineering and journalism use it to provide instant feedback on the accuracy of writing in English.

                    Once you install the extension from Google Chrome, you can get corrections when you are drafting an email, using social media and other apps.

                    Grammarly is AI powered and it’s a wonderful tool to have to check spelling and grammar before a presentation.

                    Check out the software here!

                    Team Analytics

                    10. ActivTrak

                      ActivTrak is a business intelligence tool that allows you to access team behavior analytics. In other words, it is data-driven.

                      The pros include two-factor authentication with active directory integration. You can also automate your alerts and it has an intuitive interface with easy-to-use admin controls.

                      Furthermore, it comes with Google sign-in, iOS app, productivity track, and more. The bottomline is the product offers employee productivity metrics along with team behavior analytics.

                      Check out the software here!

                      The Bottom Line

                      Depending on the size, budget, resources, and immediate needs of your company, not all productivity software will exactly solve your problem. You will have to contact any of the providers above and probe extensively to find the right product that is made for your business.

                      More Productivity Tools

                      Featured photo credit: Domenico Loia via unsplash.com

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