When is it time to consider a tool like Keeping?

If you answer yes to any of these statements, you should consider using using a help desk such as Keeping to better manage the way you handle customer support.

1. You have more than one person in your team responding to email support messages.
2. Your business is growing and you are having trouble keeping up with email support messages.
3. You want to know how your team is performing in customer support.
4. Your current customer support process feels unorganized and scattered.
5. Customers are showing frustration when contacting your business.

Things to consider when choosing a help desk

With so many help desk options today, it’s hard to decide which one to use.

Although the growing availability of web-based help desk has made the purchase decision a little less risky, you still don’t want to end up with a the wrong solution that you’ll need to change in a few months.

Here are 5 criteria that will help you in your decision to select the right provider.

What features do you really need?

More features do not mean that your help desk software will be better. Keeping gives you all the features you need without the complication of a tool like Zendesk.

Make a quick assessment of what is it that you need to achieve. For the majority of businesses the ability to collaborate over email and assign support emails to one another is all that is required and it should be achieved in the simplest manner. There is no need to sign up to a more complex product that will take you longer to setup, require more resources to train your staff and cost you more.

Once you know exactly what you are looking for, you can easily weed out the options that don’t meet your criteria. Here is a list of all of our features.

Security

In many cases, your help desk provider will be routing email back and forth. These emails may contain sensitive information. For this reason, you should make sure that your provider offers the appropriate security measures. Keeping is built on top of Google's infrastructure, you will benefit from the same level of security and reliability that you are used to when using Gmail.

Simplicity

If you know how to send an email in Gmail, then you already know how to use Keeping. Through our Chrome extension, we provide some extra features on top of Gmail that are intuitive and easy-to-use. There's no complicated onboarding and most teams are up in running in less than an hour.