Customer Support Software unites the vast scope of offering customer service, where help desk represents only one feature in the general category. Programs which belong to the category commonly support both help desk assets, such as points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. Some of the Customer Support Software systems can also provide more specific tools such as tutorial builders, sign up mechanism, user self-service, analytics, reporting, and case managing. Customer Support Software assists companies to address demands, queries, and similar user concerns quick and more accurate, to highlight the credibility of their brand, and to take care of lasting client relationships.
First, be clear about the reasons why you want to use a SaaS system. You should also have a good understanding of your existing infrastructure and business procedures. This information will help you to smoothly integrate the SaaS platform with your existing infrastructure without any difficulty.
The second consideration is a follow up to the first one. Ask yourself what you want the SaaS product to do for your company. Then, be clear about the functionality the software should have. For instance, if you want enhanced data collaboration between different business units you need a system that can be accessed by multiple users. However, if you need an efficient program that is similar to an on-premise program, you need to invest in a SaaS software that can be accessed by only a few users at a time.
After you choose a suitable vendor, do not sign a contract before you take a good look at the Service Level Agreement (SLA). The SLA will clearly state what the SaaS provider is offering and the reimbursement they will pay if they do not deliver the agreed services. Read and understand the SLA thoroughly to recognize what you are getting into and to avoid problems later.