Customer Support Software refers to the broader scope of providing customer support services, where help desk represents just one feature in such capacious category. Applications from this category most of the time include both help desk assets, for example points-of-contact and ticketing, and CRM functions involving lead extraction and account & contact management. Certain Customer Support Software products can even provide more specific tools like tutorial builder, sign up mechanism, user self-service, analytics, statistics, and case managing. Customer Support Software assists businesses to deal with demands, requests, and other client issues quick and more accurate, to prove the trustworthiness of their brand, and to preserve lasting customer relationships.
Pricing details are an important consideration when you analyze SaaS providers. Ask the vendor if they offer price protection and contractual flexibility. “Shelfware” has become a major problem in SaaS licensing as clients end up shelling out for more than they need. Plus, to get pricing predictability, consumers are forced to subscribe to long-term agreements. Make sure you don’t get saddled with long-term licensing and get locked in for a long time with a single vendor. Ask about easy exit policies that assist you to migrate to another vendor if you are not satisfied with the services offered by the current one. Select a provider that offers a convenient standard annual termination facility as well as long-term cost protection.
Another key aspect to consider is whether the cloud provider meets compliance and security requirements. Your business is accountable to employees, consumers, business partners, and regulators. Therefore, you should pick a provider that has implemented a technically sound and comprehensive security system. Map your security control requirements such as availability, integrity, confidentiality, privacy, and accountability to the provider’s capabilities. Ask the potential vendor about the processes and systems they use to protect your private data. Do they meet general as well as industry-specific compliance and security standards? Do they provide special measures to meet the unique security needs of your particular industry? Get satisfactory answers to these questions before you make the investment.