Customer Support Software unites the full range of delivering customer support services, where help desk represents just one capacity in the large category. Systems like those usually feature both help desk means, as for instance points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. Some of the Customer Support Software products may even provide more distinctive capabilities like tutorial builders, sign up mechanism, client self-service, analytics, reporting, and case management. Customer Support Software assists companies to deal with demands, inquiries, and similar user issues fast and more accurate, to prove the credibility of their brand, and to nurture long-term customer relationships.
Pricing details are an important consideration when you evaluate SaaS vendors. Ask the provider if they offer price protection and contractual flexibility. “Shelfware” has become a major problem in SaaS licensing as buyers end up shelling out for more than they require. Plus, to get pricing predictability, buyers 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 enable you to migrate to another provider if you are not happy with the services provided by the current one. Select a provider that offers a convenient standard annual termination facility as well as long-term cost protection.
Another crucial aspect to consider is whether the cloud vendor meets compliance and security requirements. Your company is answerable to employees, customers, business partners, and regulators. Therefore, you should choose a provider 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 confidential data. Do they meet general as well as industry-specific compliance and security standards? Do they provide special measures to meet the unique security requirements of your specific industry? Get satisfactory answers to these questions before you make the investment.
We use our unique SmartScore™ system to evaluate all the products listed to help you get the best possible application. The total score comprises of the following elements (% show how much each component affects the final score):
Hover over the element to learn more about our ratings.
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.
Hover over the shapes to learn more
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.