Chapter 4: What should I look for in a customer service solution?
Customer service solution or help desk solution: What is the difference?
What features should I look for in a help desk solution?
Knowledge Base: Make sure your help desk solution lets you consolidate all of your support content in one powerful knowledge base. It's best to have a knowledge base that can be changed by simply cutting and pasting content, so your service team can update solutions without a web designer or developer.
Self-Service: For small businesses, self-service is a cost-effective way to offer 24/7 support. If you're evaluating a new help desk solution, make sure that it includes an easy way to share your knowledge base information with customers and employees so they can find their own solutions.
Business Insights and Performance Monitoring: Data from your customer service solution can be a secret weapon for success. See how your agents are performing and get the data you need to optimize your support team. See CSAT (customer satisfaction) scores and customer health indicators. Or track the most requested customer features. When you look at a help desk app, make sure it’s easy to get the insights you need to make faster, smarter decisions.
Mobile SDK (software development kit): These days, it's not just about the product or service you sell — you're competing on the overall customer experience that you offer. To make it as easy as possible for customers, you need to integrate your support with your product itself. (Think Amazon.com's SOS button.) If you're building an online product, you’ve got to include links to your support content on your web pages, as well as forms for opening tickets. And if you're offering a mobile app, you need to include support within it.