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6 Questions to Ask When Choosing A Help Desk


Choosing software that is going to help improve customer support and your business overall can be a bit daunting. While they all seem to have bells and whistles that peak your interest, there are some questions you’ll need to ask yourself and your team before making a decision.

The help desk you choose is going to depend on a number of things like your industry, the size of your team, whether or not you plan to compete in the global market. It’s important to take note of what you need and what you don’t need. Here are six questions to ask before you begin your Help Desk research. These questions will help guide you to a platform that will support your needs.


What problems are you looking to solve?

Are you simply looking to solve your support issues or do you need a desk that will do more than that? Some support desks are designed to meet specific needs. For example, platforms like Zendesk are designed specifically for product support.

Other companies like Intercom, are a blended support and business development platform. These types of support desks include features that track leads and proactively send out email communications. There are also platforms that are engineer focused and blend support with product development.

Think about your industry, your company, and what you need out of a support desk (simply support, business development tools, product development tools, etc.). Make a list of help desks that have those features.

How important are data and analytics?

In relation to your interaction with customers and their responses, how important is it that you track and analyze interaction? Most help desks will let you tag a response, but only some will allow you to dig in and get analytics based on those tags.

For example, you may want some data to help answer important questions about your customers: How many people ask for specific features, what percent of total responses are for fixing specific bugs, etc. Those data pieces could be important to growth and improvement. Make a list of the types of analytics you’ll need and make sure that the platform you choose supports them.

Does the platform support other languages?

Is your audience multilingual? Do you plan to compete globally? If so, you need to make sure the platform you choose has a global perspective and competes in the global market as well. If your audience is multilingual, you need to make sure you can support multiple languages. This means you will need to vet what languages are built into the platform. Some platforms have intuitive programs to detect specific languages, so if you are handling support in multiple languages, you’ll need to make sure that feature is included.

What channels are you hoping to pull into your dashboard?

Will your support team be interacting with customers through real time chat? How about through social media channels? If so, you want to make sure the platform you choose can pull those channels in so that your team can handle support from one dashboard. Channels to consider would be live chat, email, phone, Twitter, and Facebook.

How do you want your Help Center built out?

Having a Help Center is important. Customers would much rather find their own answers than have to contact you. This is why you need a robust self-service option. The more robust and user-friendly your help center is, the less time you’ll need to spend on customer support. Many platforms allow you to build out a Help Center using templates and structures that have already been tested. While some businesses prefer to build out their own Help Center, you’ll still want to make sure your Help Center is married to your support desk in some way.

Is the platform being developed?
Find a platform that you can tell is being developed. Are they updating the platform regularly, creating new features, opening up new channels, etc.? You want to feel comfortable that the company is actively engaged in that platform and that they haven’t just created a Help Desk and called it a day.


Choosing a Help Desk can involve a lot of research, but when you find one that will suit your needs, you’ll be grateful to have it! If research and set-up are not something you have time for, consider tapping The Yeomen for help. We’ve researched many of the Help Desks out there and have the experience and expertise to not only choose the proper Help Desk, but set it up and train your staff how to use it.  We’ll even staff the desk for you if you’d like! Find out more about our Help Desk services and drop us a line.


Want to know more about Customer Support? Read these blog posts!

Why Do I Need A Support Desk?

5 Values to Instill In Your Customer Support Staff

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