You know you need some software to help your business thrive, but do you need customer service or help desk software? These terms are sometimes used interchangeably and businesses in each group often have common characteristics. Choosing the right software depends on what you need it to do. Here are some ideas to help you figure out what you should choose.
Help Desk or Customer Service Center? – As was mentioned, these terms are often used interchangeably. But “help desk” refers more often to IT groups. Teams that help other employees or businesses with technical issues. They help out when people’s computers or devices break. Customer service refers to people who help customers with issues with products or services.
How are you helping people? – What is involved for you to resolve a typical issue? What is your process for solving problems? How do your requests for help come right now? Email? Contact form? Twitter? Who deals with the issues? What’s your target turnaround time? No matter which software you buy, you’ll be able to save time and money if you think about your current process and then decide on which software you need based on that. Don’t expect software to change the way you work fundamentally.
How will you help people going forward? – Next, you will want to decide how you want things to go moving forward. What are the things that aren’t working in your process and what do you want to change? From there you can figure out which pains the software will help alleviate. Knowing which problems you want your software to solve gets you closer to figuring out which features you will want your software to have.
After all, it doesn’t matter what you call your software. What matters, is what it does for you. Figure out what you’re doing now and what you want to do differently and then look at the features and options.