Customer Support Software refers to the broader scope of providing customer support services, where help desk represents only one function in the general category. Systems like those usually cover both help desk tools, for example points-of-contact and ticketing, and CRM capabilities involving lead extraction and account & contact management. Some of the Customer Support Software tools can also provide more specific tools such as tutorial builder, registry mechanism, client self-service, metrics, reporting, and case managing. A Customer Support system helps businesses to tackle demands, requests, and similar client concerns fast and more accurate, to reaffirm the trustworthiness of their brand, and to take care of loyal client relationships.
To select an apt SaaS vendor you need to consider important criteria such as privacy and security, support and service, and transparency.
Find out if the vendor can be trusted with data security and privacy. Do they have procedures in place to protect your confidential information and data? Find about the security procedures they use. This is an important feature of a SaaS system that cannot be over-emphasized.
It is essential that the vendor offers consistent support to resolve any issues quickly. Ask your potential providers the following questions: Do they offer consulting and training services to assist your staff members to use the software competently? Do they have an online support center that has helpful articles and training resources? What channels of support do they offer? Do they monitor concerns till they are resolved? Is customer satisfaction measured?
Does the SaaS provider conduct their business in a transparent and open manner? You can find out by asking them for references you can contact. Talk to existing users of the software to find out about the quality of service offered. Does the vendor make public the algorithms they use in the software? Ask these queries to find a SaaS vendor whom you can trust with your sensitive customer and business data.