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 efficiency, team productivity, proactive support, and more. You know the solution should be easy to use, scalable, and cost-effective. And the vendor should be a long-term partner in your customer support journey.
But how can you tell the reality from the rhetoric?
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:
Customer experience: multiple communication channels, self-service options, and CSAT surveys
Admin configurations: workflow management tools, ticket view control, and roles
Admin management: SLAs, permissions, language preferences
Cost & value: implementation, onboarding, and ROI
Useful support tools: macros, transcripts, knowledge base articles, and more
Agent interface: support performance, ability to escalate tickets to a manager, and ticket fields
Management tools: metrics and dashboards
Security & compliance: data encryption, disaster recovery, and HIPAA compliance
Print out the full checklist and take it with you when you’re kicking the tires on your new support solution. We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro. And if you’d like to speak with someone at Zendesk, visit zendesk.com/demo to get started.
Download your complimentary Zendesk cheat sheet to choosing a support solution.
