If you are looking for a help desk software to help you manage customer support, Keeping™ is for you. It let you and your team manage your email support channel more efficiently and more quickly without having to force you to migrate to an external software such as Zendesk or HelpScout.

Keeping™ is a help desk software that works INSIDE Gmail / GSuite. 

When should you use a help desk software?

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.

  • You have more than one person in your team responding to email support messages.
  • Your business is growing
  • You want to know how your team is performing
  • You don’t have an efficient process for managing customer support
  • Your team has worked at resolving the same customer issue more than once without being aware of it.
  • Customers are showing frustration when contacting your business.

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What to consider when selecting a help desk solution

How to choose 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.

Whether you’re a growing company and need to find a more sophisticated tool or a startup and need to learn about help desk software, this these 5 criteria will help you in your decision to select the right provider.

1. Your budget

No business likes having variable costs. It is better to avoid any provider that charges on a per agent or volume basis but instead choose a provider like Keeping™ that charges you one fixed fee per month for unlimited usage.

An other important aspects to consider is to avoid free plans. Many helpdesk providers will offer you a free plan but theses plans have very few features and will force you to eventually upgrade. You free plan can easily turn into costing you hundreds of dollars per month once you are locked in. (on average our customers save 800$+ p.a when they switch to Keeping™)

2. What are the features you really need

More features don’t mean that your help desk software will be better.

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 what’s 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.

3. No Lock in

Avoid any help desk provider that locks you in. Many traditional providers do so by not allowing you (or making it very difficult) to export past conversations. At Keeping™ we have taken a different approach, we have zero lock in as our tool integrates inside your team’s current email account. What that means is that your emails will always remain in your team’s accounts even if you decide to stop using the service.

Traditional help desk on the other hand ‘hold you hostage’ by not letting you have access to past conversations if you stop using their service.

4. Security

In many cases, your help desk provider will be routing email back and forth. These emails may contain sensitive. For this reason, you should make sure that your provider offers the appropriate security measures. At Keeping™ we are more reliable and secure, thanks to Google. Because Keeping™ integrates with your current email account, you will benefit from the same level of security and reliability you are used to when using Gmail/Google App.

5. Simplicity

Many companies want to to provide top customer service but have limited resources. This is the main reason why your help desk software not only should be easy to set up but should be simple to use so that it requires no or very little training.

Keeping™ main advantage is that it integrates within your current mailbox and uses the same interface your team uses. There is no learning curve and no need to spend time training your team. Everything you love about Gmail continue to work: search, filters, contacts etc.…

Now that you know more about help desks and what you should look for, why don’t you take Keeping™ for a spin by signing up for a free 14-day trial.  


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