Tips for Choosing the Best Mobile Helpdesk Solution for Your Mobile Workforce

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A business cannot afford to have an office in every location where it has commercial operations. This means that more and more people are traveling and this mobile workforce has special support needs. Mobility is not only a matter of people who travel to far away locations. With laptops, mobile phones and smartphone devices being used by almost every person, the days of being tied to a workstation are over. A look at a typical business will reveal that there are different types of mobile workers, all of whom need the best mobile helpdesk support. The road warriors have already been mentioned, but there are others:

  • Campus Wanderer: the person who needs to constantly be present at different locations within the business campus.
  • The Corridor Cruiser: those who have to regularly be present at meetings and conferences away from their workstations.
  • Telecommuters: those who work from remote locations.

The business workers stated above are part of the mobile workforce that require fast and reliable support provided by the best mobile helpdesk solutions. With the number of staff members that need mobile support, great care needs to be taken when choosing the right solution with the appropriate help desk collaboration tools. Certain aspects of help desk software need to be considered. Below is a list of some key points to take into consideration when choosing the best mobile helpdesk for your business.

Deployment: A complex mobile help desk solution that requires extensive staff training before it can be used productively is counterproductive. Besides the issues of user resistance, these solutions are notoriously user unfriendly, and it is common for employees to find themselves unable to access the services they need or to avoid using them because of the complicated procedures involved. Instead, the best mobile helpdesk option is easy to deploy with an intuitive user interface which people can quickly adapt to. A user friendly system of this type will provide users with positive results from the beginning and it will encourage maximum use of the software.

Capital Cost: Many of the best mobile helpdesk solutions are expensive, in terms of software and hardware requirements. Every business has its own operational conditions and circumstances; accordingly, the best mobile helpdesk solution must be one that addresses those specific concerns. Before investing in one, check out other companies in a similar line of business and examine their experiences with different mobile help desk options. No matter what the company claims or promises, there is nothing like actual user experience to reveal whether or not a solution is right for a specific business type.

Running / Rental Costs: The recurring expenses of rentals, licenses etc. will depend on the nature of support that is needed from the mobile help desk. Before making a decision, list all of the areas where support is required. Next, list areas where support might be needed in the future. The best mobile helpdesk solution covers your existing or potential needs.  Make sure the solution is reasonably priced and has upgrade options to meet future requirements.

Service & Support: The best mobile helpdesk solution can quickly become a key contributor to business efficiency and profitability. When problems arise, you need to be sure that you will be provided with the support and services that you need in a timely manner. The best mobile helpdesk solutions should offer guaranteed service request response times.