Customer Support Software refers to the broader scope of offering customer service, where help desk represents only a single capacity in such capacious category. Programs of this type usually support both help desk assets, as for instance points-of-contact and ticketing, and CRM capabilities including lead extraction and account & contact management. Certain Customer Support Software products may also provide more distinctive tools like tutorial builders, log in mechanism, user self-service, analytics, statistics, and case management. A Customer Support system helps businesses to deal with demands, inquiries, and other client concerns fast and more accurate, to highlight the trustworthiness of their brand, and to preserve lasting customer relationships.
SaaS software provides many benefits such as easy setup, access, and integration as well as data security. To choose the perfect platform for your needs, you need to do your research thoroughly. To start, begin with the following suggestions to consider and analyze the various apps:
Know your needs: First, be sure about your organization’s needs and requirements. Why do you need to invest in a SaaS system? What tasks and objectives do you intend to achieve with the software? If you are certain about your requirements, you can easily find an apt solution that fulfills them.
Compare features and price: Make a shortlist of SaaS solutions that offer the tools you need and are within your budget. Read online reviews of the shortlisted apps to get an idea of what each one offers.
Use the free trial and extend it if necessary: Subscribe to the free trials of the shortlisted solutions and check out their functionality firsthand. This will help you to understand if the application provides what you need to improve your firm’s efficiency and productivity. Ask for an extension of the free trial if the time is too short to evaluate the program’s effectiveness.
Talk to the vendor: Finally, talk to each vendor about the assistance and support they can offer. Try to negotiate the fee and get discounts. Ask about the training and consultation they offer to assist you to utilize the app effectively.
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Main Functionality – rates the software’s ability to meet its main promise or USP.
Customization - Rates the software’s customization tools that allow the business to match the software’s functions to the business’ specific processes and current needs. Tools to watch include: custom reports; custom fields; custom business processes; logo insertions; and color palette choice.
Collaboration Features – rates the software’s functionalities that allow team members to work together, share documents, ideas and best practices. Includes tools such as: communication platforms (IM chat, VoIP, email, social media, phone); real-time features; attachment and association capabilities; and automatic task and contact associations.
Integration – rates the ability of the software to assimilate third-party applications and formats, especially popular productivity tools like Google Apps, Microsoft Office and Outlook and proprietary email apps. Also include connector apps that integrate the software to even more apps and APIs that allow developers to integrate their own apps to the software. May also include integration to older versions of the software.
Mobility – rates if the software has a mobile platform and which mobile OS it supports. Attributes to watch include: apps for iOS, Android, Windows Mobile, BlackBerry; mobile browser version; and specific mobile modules.
Ease-of-use – rates the level of difficulty in learning and using the software. Features to watch include: self-help tutorials; quick lookups; dashboard; drag-and-drop tools; intuitive behavior; search and data retrieval; formats and templates; and steps to perform a task.
Help & Support – rates the level of technical and customer support by vendor. Attributes to measure include: live support (chat); tickets; free and freemium support services; knowledge base support (PDF, recorded webinars, forum); and paid support plans.
Security – rates the software’s security infrastructure including the following features: enable/disable data access; password encryption; data backup; and official seals from reputable organizations that vouch for the software’s security.
Media Rating - averages the ratings by major review sites, such as: CNET, Gartner Vendor, MacWorld and PCMag.
We use our behavior-based Customer Satisfaction Algorithm™ to gather customer reviews, comments and opinions across a wide range of social media sites to help you make an informed buying decision.
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Our algorithm performs a wide-spectrum scan through all the most popular social media as well as blogs and websites to find customer reviews relevant to a specific product.
The behavior-based system collects all reviews that discuss a selected product filtering out comments and posts that do not feature a customer’s opinion about the product.
All gathered customer reviews are processed with a set of filters to extract key data from each review relevant to customer’s satisfaction including: detailed keywords analysis, social response signals and various meta data.
Collected data about users’ experience with the product are thoroughly analyzed using an algorithm that evaluates each processed factor as either positive or negative response from the customer.
After all partial data are analyzed and evaluated the system assigns a single customer satisfaction score to a product. It allows our users an easy and quick access to information on how many clients are satisfied with a product at the moment.