13 Factors to Consider When Choosing a Help Desk Vendor

Help Desk Support Manager Reviewing Vendor Options

Businesses worldwide leverage various software platforms to keep up with their work. Help desk management software is one such vital software required to automate business processes and organize the workflows of an enterprise. Optimizing the help desk is necessary to maximize its efficiency yet many enterprises struggle to choose the right help desk vendor and software platform.

For growing companies, improving the customer experience (55% of respondents) and increasing operational efficiency (53% of respondents) are the top initiatives driving IT investments.”

State of the CIO survey

Choosing the right help desk vendor or software for your business can be challenging. Different vendors offer different services, and each demonstrate how their products and services are better than others. The right help desk vendor will consistently help your business attend to customers and provide quality customer service. To find the right vendor for your company, it is critical to address the key issues, both internal and external. Here are some of the best practices to find the right help desk vendor for your business.

Cloud-Based or On-Premises Service

Before choosing a help desk vendor, you should first consider what kind of service you want. There are two basic types of help desk software deployments: On-Premises software and Cloud-based. Most businesses opt for cloud-based solutions due to their flexibility and cost benefits.

Know Your Budget

It’s important to know your budget and select a help desk vendor accordingly. If you consider outsourcing or getting purchasing Software as a Service (SaaS), plenty of affordable, feature-rich options are available. Calculate your help desk budget by understanding your “cost per ticket.” Make sure to include staff and facility costs in your budget.

Scope of Business

Various help desks offer multiple services claiming how their products and services are better than others. To choose the right vendor, it is essential to find your business requirements first, such as target customers. Identifying your customers is a vital step that helps you decide what type of help desk service you need to meet customer needs.

Determine Help Desk Limit

Help desks are the initial point of contact for customers; however, it is not fair to expect that software can resolve every issue that arises with your products and services. At a certain point, major technical issues will need to be escalated to technical experts. It’s best to decide on the threshold along with the help desk limitations you’re comfortable with. Should it be limited to emails or calls? Can it maintain prolonged contact with customers via messaging platforms? These are some crucial decisions to take.

Determine Customer Expectations

Before choosing a help desk vendor, it is crucial to understand the customer and their needs first. Understand what your customers expect and what your company can offer them.

What type of assistance does your customers expect?

  • Do they prefer to communicate by chat, email, or phone?
  • Are they expecting a response in an hour or a day?
  • Do they know about self-service technologies such as chatbots?

A report by Statista states,”48% of consumers expect a response for questions and complaints within 24 hours.”

Understand Current Customer Experience and Areas of Improvement

  • Evaluate your present customer support from your customer’s point of view.
  • How do they get help, via email or website page?
  • Can they contact the customer support team through multiple channels?
  • Are self-service tools useful enough to answer queries?
  • Is your company using the right tools and software?
  • Is the helpdesk software stable and easy to use?
  • Does your existing approach solve issues completely?
  • Is the help desk staff capable of handle advanced tools?

Create a Checklist of Essential Help Desk Features

Once the scope of business and customer needs are identified, it is important to finalize the number of features you want from your help desk service provider. Often, help desks have unwanted features that customers don’t use, yet companies are charged for those features. Define the specific and mandatory features such as data storage, accessibility, privacy control, etc. Make a checklist of all the features you want for your help desk before finalizing service vendors.

Consider Scalability

Businesses continue to evolve and grow, and it is not possible to operate with limited resources. When considering help desk vendors, make sure the products and services are not just affordable but scalable. Choose a service provider that can fulfill your requirements if your business is expanding.

Affordability and Quality Service

If your business aims to offer the best customer service, it is crucial to choose a vendor who has the same priorities. The services of your help desk partner should be affordable without sacrificing quality. Choose a partner with flexibility, reliability, solid finances, and good business ethics. Consider vendors that have experience in your marketplace with a good track record.

Staff and Experts

Before choosing a help desk vendor, make sure the firm has experienced and trained staff. Without good professional staff, a vendor cannot satisfy your requirements. Apart from that, select a vendor with a stable workforce so that your work can run smoothly.

Technology and Software

When you are choosing a help desk vendor, analyze their infrastructure. What types of technology do they use? Are they using the latest software?

Time-Zone and Language Support

Suppose you are working from one location and your help desk vendor operates in a completely different time zone. How do they manage when the time zones are different? Does the firm work only within their time zone or do they offer 24×7 support?

Security and Privacy

The most critical driver of any business is security. Your data is always at risk when you outsource technical support vendors. This might expose your sensitive data and cause litigation issues. How strong are the vendor’s security measures? Do they inspect outbound traffic? How often do they perform security audits?


Considering every aspect of a help desk vendor is crucial. When companies outsource tech support, many help desk vendors offer excellent services and lack essential aspects at the same time. It is challenging to find the right vendor but not impossible. Combine the above criteria with your goals and find your perfect help desk partner.