Customer Support Software covers the wider scope of providing customer service, where help desk is only one capacity in the large category. Apps like those most of the time include both help desk tools, for example points-of-contact and ticketing, and CRM capabilities involving lead extraction and account & contact management. Few Customer Support Software platforms can even provide more distinctive capabilities such as tutorial builder, registration mechanism, client self-service, metrics, reporting, and case managing. Customer Support Software aids companies to deal with complaints, queries, and similar user issues quick and more accurate, to prove the reputation of their brand, and to take care of loyal customer relationships.
Pricing details are a vital consideration when you analyze SaaS providers. Ask the vendor if they offer price safeguards and contractual flexibility. “Shelfware” has become a major issue in SaaS licensing as clients end up paying for more than they require. Plus, to get pricing predictability, customers are forced to subscribe to long-term contracts. Make certain you don’t get saddled with long-term licensing and get locked in for a long period with a single vendor. Ask about easy exit policies that allow you to move on to another provider if you are not happy with the services offered by the current one. Select a vendor that offers a convenient standard annual termination facility as well as long-term cost protection.
Another important factor to consider is whether the cloud vendor meets compliance and security requirements. Your business is accountable to employees, customers, business partners, and regulators. Therefore, you should pick a vendor that has adopted a technically sound and comprehensive security program. Map your security control requirements such as availability, integrity, confidentiality, privacy, and accountability to the vendor’s capabilities. Ask the potential vendor about the procedures 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 queries before you make the investment.