The most common and expensive mistake
Freshdesk and Freshservice have almost identical names and are used for completely different things. The same applies to the equivalents from other providers.
A system for customer support is built for your customers to reach out. The focus is on channels, response times, customer satisfaction, and external knowledge bases.
A system for internal IT is built for colleagues to reach out. The focus is on ITIL processes, service catalogs, assets, and change management.
A simple rule of thumb: does the person reaching out send you an invoice, or do they receive one from you?
Building around a wrong choice costs more than choosing correctly from the start. We provide both and have no reason to steer you wrong.
What a customer service system solves
No customer gets lost between channels. The agent sees the entire history regardless of where the inquiry came in.
No question is answered twice. Two people won't work on the same case simultaneously without knowing it.
Response times can be measured. Without logging, response time is just a feeling, not a number.
Self-service lightens the load. A public knowledge base means some questions never become support tickets.
Staffing can be planned. Volume per day of the week and hour provides a basis for scheduling instead of guesswork.
Multiple brands or multiple markets
Nordic companies often have customers in several countries and sometimes multiple brands. Check early on that the system can handle separate portals, unique reply addresses, and multiple languages simultaneously in the same installation.
It is easier to set up from the start than to split it up later.
Both customer support and internal IT?
Many organizations need both: a support department for customers and a service desk for colleagues. That is a perfectly reasonable setup, and often the right one.
What determines the cost is where the line is drawn: which cases belong where, and what the handover between functions looks like. We will help you draw that line.
