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A Zendesk cheat sheet for picking your support solution

White Paper Published By: Zendesk
Zendesk
Published:  Aug 22, 2017
Type:  White Paper
Length:  3 pages

Choosing the right support solution for your organization is no easy task. There’s a surplus of products and vendors promising low-cost, high-performance solutions for agent and team efficiency, proactive support, & more.

We’ve pooled our collective knowledge and put together a list of 50+ questions to ask your support vendor. From flexible APIs to agent knowledge bases, we cover common support solution requirements in the following categories and more:

  • Customer experience: multiple communication channels, self-service options, and CSAT surveys
  • Admin configurations: workflow management tools, ticket view control, and roles
  • Cost & value: implementation, onboarding, and ROI
  • Useful support tools: macros, knowledge base articles, and more
  • Security & compliance: data encryption, disaster recovery, and HIPAA compliance

We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro. 




Tags : 
customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent