Customer Support Software stands for the full range of offering customer support services, where help desk is only one function in such capacious category. Systems of this type commonly cover both help desk tools, for example points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. Few Customer Support Software platforms can also provide more distinctive tools such as tutorial builder, log in mechanism, user self-service, analytics, statistics, and case managing. A Customer Support system assists businesses to deal with problems, requests, and other client concerns fast and more adequate, to highlight the reputation of their brand, and to maintain lasting client relationships.
First, be clear about the reasons why you wish to use a SaaS product. You should also have a good understanding of your existing infrastructure and business procedures. This information will help you to easily integrate the SaaS program with your existing infrastructure without any problems.
The second consideration is a follow up to the first one. Ask yourself what you want the SaaS product to do for your firm. Then, be clear about the features the system should have. For instance, if you want enhanced data collaboration between different business sections you need a platform that can be accessed by multiple users. However, if you need a resourceful app 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 pick a suitable vendor, do not sign an agreement before you take a good look at the Service Level Agreement (SLA). The SLA will clearly define what the SaaS vendor is offering and the compensation 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 issues later.
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.