Know why the right tools matter
Anyone who’s ever had to tighten a screw knows the importance of having the right screwdriver. The correct tool can save you hours of frustration. The same goes for your IT support tools. You want to choose something that’s both robust and easy-to-use. Here are three things to consider:
- Longevity: Choose a vendor who will be around for a while. You don’t want to get stuck using software that won’t be supported months or years down the line.
- Growth potential: As your company grows you’ll want to have tools that can grow with you, or at least be easily upgraded as your business grows.
- Integrations: Even if you don’t need additional tools now, you will in the future. Your IT support software should be able to integrate with other tools, like your RMM platform or your backup solution.
Know what your customers need
Clients are diverse, and so are their IT needs. Law firms have different requirements from dentist offices. Fashion retailers have different IT setups than restaurants. And each business will need different levels of support.
These differences determine hardware setups, software configurations and packages, and overall security requirements. Before you choose your IT support tools, here are three more things you need to consider:
- Review your security policies: When you look at your customer base (or prospect list), double-check any security regulations that may come into play. Some companies may have to follow specific guidelines for firewalls, passwords, remote session security, and encryption.
- Choose how to support them: Make sure you can provide the amount and type of support your customers need. Some may only want break/fix, but others will realize the value of fully managed IT services. Your support tools should be flexible enough to accommodate any option.
- Decide how you will communicate: Figure out the best way to facilitate clear communications with your customers while you’re supporting them. Consider adding in chat, background IT management, remote access, and VoIP.
Know the value, not just the cost
Cost obviously matters—but you don’t want to pick a cheap option that slows your business down or makes you look bad in front of customers. Here are four things you need to think about:
- Company and brand: Choosing established brands comes with some benefits—you can be fairly certain they’ll be around for a while and will continue supporting products.
- Features: Don’t select a product based on a feature checklist. Instead, leverage demos and trials to make sure the features actually work well and are simple to use.
- Scalability: Choosing a brand name means the tools can often grow with you. Large vendors often provide sophisticated feature sets and have expansive infrastructures that can support your needs as your business and client base expands.
- Price: Don’t consider just the sticker price—look at the pricing model as well. Do they charge a fee per device or per user? Is support included? Can you call someone directly with questions?
IT support tools are an investment—choosing the right ones require you to put in the research legwork. But doing this work will pay dividends down the line. Even free tools carry costs when you consider the lost time, lack of reliability, and even potential security issues.
So don’t skimp on your support tools. When you pick the right help desk and remote access software, you and your employees can be far more effective—and that efficiency carries over to a healthier bottom line.
You can find out more about choosing the right tools for your business by downloading our free eBook 8 Ways to Take Control of Your Business