There are many different types of helpdesk products. Some are as simple as initial client support, but you can also customize almost any service to meet your needs. Incident management, surveys, a knowledge base, asset management, parts and billing, automated tasks, and much more are all features of most helpdesk products. When you look into implementing helpdesk products within your company, it is imperative that you do a top-down review of all your systems to see what solution best fits your needs.
One of the first decisions you need to make when selecting a helpdesk product is what inputs will go into the helpdesk products you are purchasing. If it is simply initial incident recording, the inputs will come from anyone having concerns. However, if workflow solutions and full service options are going to be part of your helpdesk program, this will involve a whole different set of people who will add inputs into the system. This will certainly affect the costs of your program, but not getting enough out of your helpdesk products can have a negative effect on your business.
Conversely, outputs from the helpdesk products you purchase are also important to consider. Some programs only offer canned response emails, while others do more in-depth tasks like ticket management and reminder emails. The most advanced helpdesk products also include graphs, charts, and other tools to manage the database of information the program compiles.
Another consideration to take into account when purchasing helpdesk products is whether the helpdesk vendor can support your needs moving forward. It is likely that you will need customized reports and emails for you and your customers. Helpdesk products should simplify these tasks. If data storage is included, these systems should be super reliable. It is also important to know how often the helpdesk program is upgraded and the time required to complete the upgrade.
Finally, some companies prefer to have helpdesk products that are purely web based, while others prefer software on their servers. Either deployment model can work for your company; it is simply a matter of preference and what your IT staff and infrastructure can handle. Carefully weigh the advantages and disadvantages of both types of deployments.
Most companies have moved their service processes online, and the common complaint is that the personal touch is now gone from many businesses. New technologies, including helpdesk products, have found ways to mimic the human touch as closely as possible. Helpdesk products are a vital way to keep your customers and your employees satisfied.