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 and team efficiency, proactive support, & more.
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 and more:
Customer experience: multiple communication channels, self-service options, and CSAT surveys
Admin configurations: workflow management tools, ticket view control, and roles
Cost & value: implementation, onboarding, and ROI
Useful support tools: macros, knowledge base articles, and more
Security & compliance: data encryption, disaster recovery, and HIPAA compliance
We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW