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How to Choose the Right Help Desk

Help Desk

We're working with a client who’s ready to scale up with a top-notch Help Desk that caters to their specific business needs and empowers their Customer Support Team to create a better experience and become more efficient.

As we dive into the quest of finding the perfect Help Desk (Zendesk, Gorgias, Freshdesk, Kustomer, etc) system for them, we've got some key things on our minds that we consider when creating choosing new help desks.

Let's dive right in and explore these factors together.

How to have a conversation with vendors

Vendors often prioritize sales over solving your specific needs, regardless of what they say. To safeguard yourself, go into the conversation knowing what you want.

Here's how to have a meaningful conversation with potential vendors:

  1. Prioritize: Create a list of must-have and nice-to-have requirements. Make sure the vendor understands your essential needs before getting distracted by unnecessary features. Unicorns may be tempting, but if you need a bunny, stay focused.

  2. Evaluate: Take a step back and observe the system in action. Don't forget to jot down any additional questions that arise. If necessary, schedule a follow-up discussion.

  3. Implementation Matters: Inquire about who will handle the implementation process. Is there an additional cost involved? These crucial details will ensure a smooth transition.

  4. Investment: Ask for the full costs, including minutes per call, if there’s a limit on tickets/messages, etc. You should know what you’re getting into it before you start.

Have Standards

Your Help Desk should work for you. Your team should do less, and you should be able to support more customers, otherwise what’s the point? Here are a few things we consider when choosing Help Desks for our clients:

  1. Tailored to You: Does the Help Desk fit your unique needs, industry requirements, and future growth plans?

  2. User-Friendly: Is the Help Desk easy to use? Does it make the role of Customer Support easier, or better?

  3. Security: Will customer data be secure and safe? If calls are recorded, can we pause to avoid issues with PCI compliance?

  4. Automation & Insights: Will the Help Desk’s automation and analytics superpowers streamline tasks and support data-driven decisions?

  5. Seamless Harmony: Opt for a CRM that seamlessly integrates with your existing software, fostering collaboration and enhancing CX.

  6. Scale & Support: Will the Help Desk grow with your business?

  7. ROI: Will the cost of the tool pay off? If you’re able to support more customers and hire less, how will that affect your cost per contact?

You may not require a yes for all of these, but if you come across a no, decide if that’s a deal breaker or not.


In a nutshell, your Help Desk choice has a massive impact on your CX and overall business success. It's an investment in your customers and the future of your brand. Take the time to weigh your options carefully for a CX experience that shines brighter than the rest.

To get help choosing a Help Desk, click here.

Ty Givens 2023-8.jpg
I'm Ty

Hi, Ty Givens, the founder of CX Collective (The Workforce Pro). With over two decades of experience in my professional tool belt, I decided to use my knowledge and expertise to create a unique platform for CX innovation. Our blog is full of vibrant ideas, smart advice and real-life experiences  - all aimed at helping people create optimal customer experiences. If you have an interest in streamlining operations and increasing efficiency, you've come to the right place!

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