Questions to address before purchasing a cloud-based ticketing system
If you’ve decided to go for a cloud-based helpdesk and feel it will be a right fit to handle your customer service requirements, there are a few questions you need to ask yourself before deciding on the best solution.
Is the cloud helpdesk that I’ve chosen easy to use, and can I onboard my team quickly?
It is extremely important for your helpdesk to be easily accessible with well-distinguished modules and simple navigation options. Look for a solution that combines ease-of-use with strong functionality, where you wouldn’t have to train your team extensively, to perform basic operations.
Is the tool I’m using omnichannel?
One of the main reasons people opt for a helpdesk is to unify their different channels of communication under a single umbrella. Find out if the helpdesk of your choice is capable of omnichannel support wherein customer queries via email, phone, chat, and social media can be accessed within a single, common location.
Is the solution scalable as and when my team grows?
As your business scales, you will need to scale your customer support as well. For larger teams, helpdesks with basic features might not make the cut. They might look for a more enterprise-specific feature set like a Sandbox test environment, audit logs, custom SSL certificates, and others.
Is it integrated with other tools that are essential for my business?
You will have certain processes and tools in place for specific business operations. For example, you might be using a CRM to store and manage customer information, a marketing automation tool to send out emails and promotional campaigns, and an invoicing tool to take care of your finances. While choosing the ideal cloud helpdesk software, ensure you verify that it supports all the integrations you need.
Is the solution I’m opting for affordable?
Price is a key differentiating factor when you have to make a choice between equally capable helpdesks. Sign up for free trials with a number of helpdesks and opt for the solution that offers the best price-to-performance ratio. While you’re making your decision, ensure you are aware of any fine-print or hidden costs.