There are so many help or service desk options to choose from today. Even when you know the features to look for, selecting the one that fits your business needs can be a challenge.

To make a decision, shortlist products that have the right functionalities, then sign up for free demos and trials. This process will help you find a tool that’s easy to use and customizable to your business needs.

• Conversation reports that let you seehow your team is managing customer messages — from how many conversations each agent is handling to individual turnaround time.
• User reports that cover every part of individual agent productivity and show what top performers are doing better than less efficient agents.
• Tag reports that let you monitor customer conversations by their tag names — like critical or low priority — find common trends or blockers and tackle them.
• Custom reports that give insight into any agent performance metric you need without having to code, use another tool, or hire a data analyst. Say you want to track how many critical conversations your team has resolved; you can create a “critical resolved conversations” report.

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