October 5, 2023
Making the switch to a new help desk platform is no small feat. But if you’re struggling with poor performance, lacklustre features, or high costs, it might just be time to consider a change. Sure, the idea of migrating data might seem a little scary, but with the right planning, it’s entirely possible to transition smoothly—and keep all your vital customer support data intact.
For many businesses, moving to a new help desk platform is an opportunity to streamline operations. This means transferring everything—tickets, customer details, historical records—without starting from scratch. Your team can hit the ground running with the data they already have while leveraging the improved capabilities of your new platform.
There are plenty of reasons to make the switch. Maybe your current system is slow, making ticket resolution feel like a crawl. Or perhaps you’re missing out on must-have features like automation, AI tools, or omnichannel support. In other cases, businesses realise their current solution is simply too expensive for the value it offers. Then there’s the issue of compliance—GDPR, HIPAA, and other regulations may require a platform that meets stringent security standards.
For growing businesses, the need for scalability is often the tipping point. As your company expands, your platform needs to keep up. Omnichannel support has become a top priority, especially as businesses look to engage customers beyond just email—think chat, social media, and self-service.
There are also industry-specific reasons to switch. Tech and SaaS businesses demand strong API integrations and AI-driven workflows. E-commerce companies need fast responses, chatbots, and order tracking. Financial institutions and healthcare providers require platforms with robust security and compliance measures. And education institutions often deal with high volumes of student inquiries, requiring powerful knowledge base management tools.
Data migration doesn’t come without its challenges. One of the biggest worries is making sure that all your data—tickets, customer records, knowledge base articles—transfers over safely. You don’t want to risk losing or corrupting any crucial information.
Then there’s the issue of downtime and disruptions. If the migration causes your customer support to come to a standstill, that’s a problem. Minimising downtime is crucial, which is why careful planning is a must.
Data mapping can also be tricky. Each help desk platform structures data differently. That means tickets, automations, and workflows don’t always translate seamlessly. Taking the time to map out how your data should transfer can save a lot of headaches down the road.
And of course, security and compliance must always be top of mind. Migrating sensitive customer data is a delicate process, and you need to ensure that all data is transferred securely and in line with regulations.
Lastly, there are the costs. Migration services, IT team time, post-migration testing—they all add up. Having a budget and resource plan in place will keep everything on track and avoid surprises.
Successful migrations start with clear goals. Before diving in, figure out whether you need a full migration or just a partial data transfer. Define the key features and integrations your new platform will need to meet your business goals.
Next, choose your migration tool or service. You could do it yourself, or you might opt for an automated service to make the process faster and more efficient. When making your choice, consider security, rollback options, and the ability to customise.
Preparing your data is crucial. Clean up old tickets, remove duplicates, and standardise fields and categories. And don’t forget to back everything up before you start—better safe than sorry.
Testing is another must. Run a test migration to spot potential issues before the full transfer. This allows you to make sure everything, from customer records to knowledge base links, comes over correctly. Only proceed with the full migration once you’re sure the test was successful.
When it’s time for the real thing, schedule your migration during off-peak hours to minimise disruptions. Monitor the process in real-time to address any problems that crop up. Once the migration is complete, double-check the data for accuracy, fine-tune your workflows, and get your support teams trained up on the new system.
To avoid unnecessary disruptions, consider running both your old and new platforms side by side for a short time during the migration. This gives you a safety net if something goes wrong. Also, make sure to communicate upcoming changes to your team and customers well in advance, so they’re prepared for any downtime or system updates.
Migration costs depend on the size of the data transfer, the complexity of your workflows, and the integrations needed with third-party tools. Knowing these details ahead of time will help you plan and budget accordingly.
But the ROI? That’s where it gets exciting. A successful migration means faster response times, increased efficiency through automation, and ultimately, better customer satisfaction and retention. That leads to happier customers, more productive teams, and a more streamlined support operation.
When choosing your next platform, focus on features that will directly impact your team’s ability to work efficiently and improve customer experience. Consider whether a cloud-based or on-premises solution is a better fit for your security and scalability needs. If your business is growing quickly, you’ll want a system that can scale to support multiple brands or international teams.
Before you dive in, make sure you’ve covered all the bases:
Migrating to a new help desk platform is a complex process—but with the right planning, it can significantly improve your customer support operations. If you're considering a migration, starting with a demo migration will help you understand the process.
