> Zendesk > A Zendesk cheat sheet for picking your support solution

A Zendesk cheat sheet for picking your support solution

Published By: Zendesk
Published:  Aug 22, 2017
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. 

Tagscustomer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal