From the Series: Avoid Mistakes When Buying Any Software or Cloud Services
Learn Latest Best Practices - IT Help Desk & Customer Service Software
This is an exciting time--your company is considering purchasing a new customer service or IT help desk software or cloud solution! Most likely, the company is using no solution or a product that is not meeting your needs and requirements. Leading an evaluation team or being part of a team is a big responsibility. It is an outstanding opportunity to learn and immerse yourself in the latest industry best practices and developments.
Before engaging with software vendors, read up on help desk and customer service "best practices" as appropriate, so that that you can ask pointed and direct questions with confidence. For example, you want to be able to speak about ITIL, First Call Resolution, Service Level Agreement Compliance, Root Cause Analysis, Customer Satisfaction Surveys and KPIs and metrics with authority and competence to prod and poke at vendors. It is important to show vendors that you understand the latest best practices and industry trends, so you can make sure that they have evolved their products.
Avoid 8 Major Mistakes When Buying Any Software or Cloud Service
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