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How to Ensure a Smooth Switch to a Help Desk System

By: SmallBizClub


Communication Service Help Desk Concept, Person working on laptop computer with Help desk icon on virtual screen.

Let’s dive into the world of help desk systems, shall we? These digital lifelines can be game-changers for customer service, no matter the size of your business. But here’s the catch: for larger companies, implementing them can feel like scaling a mountain.

Don’t fret, though, there are situations when help desk migration occurs, and that’s perfectly okay. Not every system can meet all your customer’s needs or supercharge your bottom line. So, how do you go about it without sending stress levels through the roof?

How to make data migration stress-free and cost-effective

Often, it’s the dynamic managers, fresh faces in the company, who champion this cause. They’re eager to infuse some new energy, streamline processes, and maybe even add a touch of automation. But here’s the rub: colleagues might be cozy with the old, outdated system. It’s slow, lacks support, and its design belongs in a time capsule. Change feels scary.

So, what’s the secret? Start by digitizing the results of implementation with your system contractor. That way, your colleagues can see the real numbers and the future benefits right off the bat.

A little tip: when dealing with a new company, managers always offer the inside scoop on potential hiccups. And boy, the human element can be a curveball, let me tell you!

Support service update and new integrations – the main difficulty

The big question: are system updates and new integrations the main hurdle? Sometimes, a team member wants to revamp the help desk, without a clear roadmap of the integration landscape. That’s when universal systems might not be the silver bullet. Many companies lean towards specialized systems for 

  • sales
  • support
  • telephony
  • marketing
  • project management

They’re after that seamless flow between all these parts.

Should you look for a new help desk system?

The million-dollar question: do you need a new help desk software? It’s vital to pinpoint the exact modules, blocks, and fields that need importing or exporting. Integration is a broad term, and the more specific you get, the more you save. Prioritize tasks too. Trust me, half the integration elements won’t be a priority at first.

One more thing: before you approach your contractor, spell out the integration nitty-gritty in your terms of reference. When a client comes in with a vague request like, “I need integration, how much does it cost?” it’s like trying to hit a moving target. The more detailed you are, the quicker and more precise your assessment will be.

How to choose an ideal help desk system?

Now, let’s talk about choosing the right system. You could open ten tabs, juggle registration forms, compare prices, and end up nowhere. Been there? It’s a common scenario, trust me. Too many choices can do a number on our decision-making skills. That’s especially true when dealing with complex, multifunctional systems. If your brain feels fried after an hour of tab surfing, it won’t be much better in two days.

Of course, there are wizards among us, folks who’ve danced with help/service desks for eons. They’ll have your back, analyzing options, weighing pros and cons, and finding the best fit.

What is the search for a quality help desk software algorithm?

Now, let’s break it down for a quality service hunt. Identify the exact functionalities your business needs. Hit the web for solutions tailored to these needs. Pick your top three contenders, register, and get hands-on. Test those scenarios, set up your channels, and tweak triggers and templates.

A challenge? Sure, when decisions come from folks who won’t be using the system themselves. Those who will, though, need to give it a spin and rate its usefulness. Then, it’s about crunching numbers, creating graphs, and showcasing the money-saving potential to management.

But what if you’re struggling to get management’s blessing? Invite them to a meeting with the contractor, let them see the system in action.

Oh, and always, always have a contingency plan. Calculate and document the benefits meticulously, and lean on your contractor for in-house sales support. After all, time and energy are precious commodities, especially when you’re pushing for an automated customer service overhaul.

Remember, the key is finding software that not only meets your company’s needs but also delights your team and serves your customers like a pro. It’s not just about ticking boxes; it’s about creating an experience that stands out in the crowd.

Published: September 20, 2023

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SmallBizClub.com is dedicated to providing small businesses and entrepreneurs the information and resources they need to start, run, and grow their businesses. The publication was founded by successful entrepreneur and NFL Hall of Fame QB Fran Tarkenton. We bring you the most insightful thinking from industry leaders, veteran business owners, and fellow entrepreneurs. Follow us on Facebook, Twitter, and LinkedIn.

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