Customer Support Software refers to the wider scope of delivering customer support services, where help desk represents only one function in the general category. Systems of this type commonly support both help desk assets, for example points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. Some of the Customer Support Software platforms can even provide specialized tools like tutorial builders, sign up mechanism, client self-service, metrics, statistics, and case managing. A Customer Support system aids businesses to tackle problems, requests, and other user issues quick and more accurate, to reaffirm the trustworthiness of their brand, and to nurture lasting customer relationships.
ingtree is an online toolkit for creating interactive decision trees and troubleshooters, which empowers companies to give their customers a quick, efficient way of getting answers quickly. Read Review
Pricing details are a vital consideration when you analyze SaaS providers. Ask the provider if they offer price protection and contractual flexibility. “Shelfware” has become a major problem in SaaS licensing as customers end up shelling out for more than they require. Plus, to get pricing predictability, buyers are forced to subscribe to long-term contracts. Make sure you don’t get saddled with long-term licensing and get locked in for a long time with a single provider. Ask about easy exit policies that enable you to move on to another provider if you are not happy with the services provided by the current one. Select a provider that offers a handy standard annual termination facility as well as long-term price protection.
Another important aspect to consider is whether the cloud provider meets compliance and security requirements. Your firm is answerable to employees, clients, business partners, and regulators. Therefore, you should pick a vendor that has deployed a technically sound and comprehensive security system. Map your security control needs such as availability, integrity, confidentiality, privacy, and accountability to the vendor’s capabilities. Ask the potential provider about the practices and systems they use to protect your sensitive data. Do they meet general as well as industry-specific compliance and security regulations? Do they provide special measures to meet the unique security needs of your specific industry? Get satisfactory answers to these questions before you make the investment.