Mobile Workforce Support: Tips for choosing a help desk solution

Not all business can afford to have an office in each area of its operations. Because more people are traveling to get their work done, this mobile workforce has unique support needs. But mobility means more than just people traveling to different locations. With mobile devices like laptops, tablets, and smartphones being used by almost everyone, the days of being tied to the workstation are over. There are different types of mobile workers, all of whom need mobile help desk applications.

Mobile Workers

The types of mobile workers include: the Campus Wanderer, the person who is present at different locations within the office premises; the Corridor Cruiser, who is regularly present at meetings and conferences away from their workstation; the Field Force, those who are out in the field and  for whom being in the office takes away from their productive time; and the Telecommuters, those who work from remote locations, rather than in the office.

Considerations for Your Mobile Help Desk

These people are a part of your mobile workforce and they require fast and reliable help desk support. When you choose your solution, the support this mobile workforce requires should be a part of your considerations.

• Capital Cost: mobile help desk solutions can be expensive, in regards to both software and hardware requirements. Because each business operation has its own unique conditions and circumstances, the solution you choose should address the specific requirements of your business. Before making a final decision, look at your competitors and other companies that operate a similar business to compare their experience with their mobile help desk tools. This user experience can give you a better idea of how the solution will actually work for you.

• Deployment: If the mobile help desk solution requires extensive training, the solution could end up being counterproductive. Complex solutions are user-unfriendly and may increase user resistance if employees cannot access the services they need. The best option is a mobile help desk solution that is simple to deploy with an intuitive user interface that is easy to learn and adapt to.

• Running/Rental Costs: Recurring expenses like rentals, licenses, and the like will depend on the mobile help desk you choose. To help you make a decision, list the areas and functions where you will need support. Then list possible applications that cover these areas. The best solution will be one that solves your existing needs at a reasonable cost, but one that also provides upgrades to meet any future requirements.

• Service & Support: A mobile help desk can help you improve efficiency and profitability. However, problems can occur with the solution. If that happens, the help desk vendor should provide support services in a timely manner. Guaranteed service request response times is a factor you should consider as you look for your mobile help desk solution.

Bottom Line

As workers become more mobile, you will need to adapt your business to support this workforce. A mobile help desk solution can provide the features and tools you need to ensure that your workforce is working productively and is receiving the support they need. Keep in mind the considerations listed above as you compare your help desk options.