Evaluating Movidesk – The big picture & details
19 min
Created by: Knowledge Engineering Team on: 12/23/2020 3:58 PM

On this page

Resources for the evaluation of Movidesk – Introduction

Recorded demo and instructional videos

Screen shots

Detailed feature documentation – Movidesk User Guide

Comparison chart – Movidesk vs. Zendesk vs. Freshdesk

Have a quick question? Don’t wait, talk to Support

Implementation Guide – Business use, product insights, and how to migrate to Movidesk

System pre-configuration

API documentation

Data import and migration

GDPR, SFADP, EEA, CCPA, and LGPD – Data privacy laws

Services

Quick start guide

Movidesk Customer Guide

I still have questions or TL;DR

 

Resources for the evaluation of Movidesk – Introduction  

We know how daunting the task of evaluating any software is, let alone enterprise software. How do we get to understand hundreds of features, map them to our business needs, and then compare a software application to other similar products?

We are glad you’re reading this, as it means you have some interest in our product. No matter what’s the task you have on hand, we are here to help!

We won’t try to create any “evaluation methodology” here (we know you can find some on the Internet). The purpose of this article is to point out a few useful resources we’ve created to help companies understand the features of Movidesk. Some are fairly straightforward, such as our demo videos, but others may not be as obvious. All of these are materials that can help you understand how you will apply Movidesk features for the benefit of your organization.

Our society is pretty tired of salespeople pushing things on them, we know! We want you to feel comfortable navigating through these materials at your own pace, but if at any point you have a question, just shoot us an email.

If you would like a live demo, where you can see the system in action and ask whatever you need, we got you covered as well—just tell us what will be a good time for that here and our Visitor Center team will be glad to help you (don’t worry, we’ll leave salespeople out of the equation).

 

Recorded demo and instructional videos  

We prepared a five-minute overview video of the product you can watch here.

To have a better feeling of Movidesk’s controls, you can watch our video Navigating in Movidesk.

Head with gears

This is a more relaxed video. To see it in a shorter time, just go to settings on the bottom of the screen and speed-it up to 1.5 regular speed. You will still be able to understand everything!

 

Finally, we have 17 brief videos covering the most important and sought-after features of Movidesk. You can pick and choose the ones you want to see here, in our website.

If you do want a live demo so you can get your answers from a person, please just set a time here and we will love to talk to you!

 

Screen shots  

No time for the videos? Want a better view of the operational and configuration screens of Movidesk? Then select the icons on this page of our website to view any of the 65 sets of system screen shots. This is a quick way to get a good look at the features you are most interested about.

If you want further details on any screen or functionality, take a look at the next section regarding the Movidesk User Guide. You’ll see how to access the detailed documentation for any functionality.

 

Detailed feature documentation – Movidesk User Guide

You saw something you liked and want to get the details by yourself? We got you covered!

The Movidesk User Guide is a complete set of articles covering all the features and characteristics of Movidesk. The articles are organized in a “manual style” (rather than in a “FAQ style”), so subjects can easily be found for self-study. In the user guide you’ll find:

  • Introductions about the business concepts behind the critical resources in the product.
  • Instructions on how to configure the system to fit your needs.
  • Instructions and tips on how to use each product feature.

The documentation is up-to-date and complete, so you should find just about anything about the system in the guide.

 

Comparison chart – Movidesk vs. Zendesk vs. Freshdesk

We heard over and over again that people visiting us would like to see a side-by-side chart comparing the two most popular solutions in the market (they are older than us, but we are getting there!).

But not the kind of chart that just shows where our product is better than others—something that shows product strengths and weaknesses! Well, we have nothing to hide, so we went for it!

We must warn you: this kind of thing isn’t easy to do! We can’t simply use our competitors’ products, so we have to rely on online documentation, contributions from customers, input from market consultants, and a lot of time talking with prospects who were used to the products we mapped.

You will find a disclaimer saying that you should not rely exclusively on this chart to make a business decision, and that we can’t guarantee the accuracy of everything there. After all, products change over time, and we may not keep up with everything.

With that said, we did a lot of the heavy lifting to help you! You can look at the comparison of 180 features on this page of our website.

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NOTE

If you find something in the chart that’s not quite right, please share the information with us. This really helps other people going through the same daunting process of comparing solutions. Just send an email to support@movidesk.com and they will pass the information on to our marketing team. Thank you!

 

 

Have a quick question? Don’t wait, talk to Support

If you have a quick question, then you need a quick answer. Forget about live demos, talks to salespeople, or filling out forms! Just do one of the following:

  • Send an email to our customer support team at support@movidesk.com. Don’t worry if you’re not a customer yet, they will still love to help you!
  • Is this during our business hours (USA, EST)? Just go to our Help Center and chat with our support team—select the chat bubble on the lower-right corner of the page.

 

Implementation Guide – Business use, product insights, and how to migrate to Movidesk

We know most people want to do things on their own, and to help them we made available a fairly comprehensive implementation guide.

If you want to get a better idea of the available resources or approaches to a particular subject, we suggest you take a quick look at the topics of our Customer Support System Implementation Guide. Each topic addresses both needs and solutions for organizations migrating to a new customer support system.

Please note that the guide addresses the needs of complex operations applying Movidesk. For most companies only a fraction of the steps foreseen in the article will be required.

We believe you’ll find it useful to understand the key features of Movidesk from a business perspective. You will also find information on how to migrate to Movidesk.

If you are in a crunch for time and need help expediting things, we do also provide additional services to help with onboarding and migration. You can read about these further down this article.

 

System pre-configuration

Movidesk comes pre-configured to address typical needs of common customer support and help desk operations, including setup to automate basic tasks. If you want to, you can simply register your agents and start receiving emails and working on tickets right away.

Articles on the User Guide explain the pre-configured setup and how to reset or expand on it— Movidesk has quite a lot of parameters so that you can make it work exactly the way you need!

This pre-configuration will let you easily prepare a setup for trial and evaluation use of the system.

If you are not going to use modules such as Time & expense management, Asset management, Chat, Knowledge base, or Telephony, just disable them in Settings > Company > Parameters.

 

API documentation 

Movidesk has a set of standard integrations that can be used with market applications such as Jira, Redmine, Pipedrive, Facebook Messenger, and WhatsApp.

But if what you want is to understand how to go hardcore and integrate Movidesk to anything else, then you want to take a look at our API documentation. You can access the technical documentation for our open APIs through the side menu in the main page of the knowledge base.

 

Data import and migration

Don’t worry about data migration – we probably have what you need!

To learn about the data sets you can migrate, read the brief article on Migrating data from other applications.

Movidesk also has easy-to-use import spreadsheets. Learn about them in the article Using import spreadsheets.

Moreover, Movidesk’s services team has migration tools for Zendesk and Freshdesk. These can be applied for high productivity and quality, so that our services team can provide a quick and reliable service at a very affordable fee.

Keep in mind that most of our customers find it easy to migrate the data themselves, using the import spreadsheets and Movidesk APIs.

 

GDPR, SFADP, EEA, CCPA, and LGPD – Data privacy laws

If the data privacy laws are an issue for you, we want to be part of the solution—not the problem!

We have gathered key information about the laws and how you can address them with Movidesk in this article.

 

Services

We know, it’s never just about the system! There are people, processes, and everything that comes with them.

These are the services that Movidesk makes available to our customers should you need any of them. You can shoot an email to customer.success@movidesk.com if you ever have any questions.

Onboarding – You can get dedicated onboarding guidance. Four to six short web conferences are part of our standard package of onboarding help, provided for a flat fee.

Data migration – Services for complete (from Zendesk and Freshdesk) or partial (any other system) data migration are also provided for a flat fee. This service is available if and when required.

Business process review – This is serious process improvement consulting (not for the faint of heart…), provided by senior consultants—for software companies only. You should use it in situations when you know that using the best customer support tool will not be enough to get your customer services playing in the top league. You can read a bit more here or talk to a consultant at any time, but these are the most typical consulting engagements:

  • Operational diagnostics – Couple-of-days-long and performed remotely. The operational diagnostics can cover:
    • Your customer support or customer services processes, or
    • All the business processes that may negatively impact the performance of your customer support organization, including what happens due to issues with product management, software development, knowledge management, sales, or services.
  • Participative cross-functional process review – Short, action-packed workshops for joint process review.
  • Participative process review for customer support – Short, action-packed workshop for process review: organization, responsibilities, policies, workflows, routines, and metrics.

 

Quick start guide

Concerned about the day-to-day training of your agents after implementation?

Yep, we know that is really important when you lead one of the teams of the highest turnover in the software industry. And that is why we put together our Quick Start Guide.

This guide summarizes the key content for you or your agents to quickly get up and running using Movidesk. It is organized based on the key areas of our product, so you only need to read what’s applicable to you. The guide was made with a focus on the end user, so it’s not bloated with concepts and configurations that only system administrators will use.

 

Movidesk Customer Guide

So you found the information you needed about the product and on how to ask for help to get it up and running. Now you want to know about the day-to-day operation and support from Movidesk?

We thought you might, so we prepared our Movidesk Customer Guide – to support, customer success, contacts, and more.

The guide will provide you with information on:

  • How Movidesk Customer Support operates.
  • How to open and track tickets.
  • What help you will get from our Customer Success team.
  • What we suggest and ask from you for a mutually beneficial ongoing customer support.
  • Who to talk to about payments.
  • The channel to our ombudsman.
  • How to escalate issues.
  • …and more!

If you think your needs will be pretty straight-forward, with only a couple of tickets a month, then just forget the guide and shoot us an email, get on the chat, or give us a call when you need!

 

I still have questions or TL;DR

All of the above is for those who want or like to look at information at their own pace—when and where they want.

But maybe you would prefer to talk about any of the above, or you just don’t have the time to go through all this material. No problem at all, just:

We are here to help whichever way you prefer!

 

We wish you the best of luck with your evaluation efforts for your new system! (And of course, we hope you choose Movidesk!).

 

Related Topics: Who do I talk to. Self-service resources. Sales. Not sales, please!

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