Customer Support Software unites the full range of offering customer support services, where help desk is only a single feature in this capacious category. Applications which belong to the category generally include both help desk assets, as for instance points-of-contact and ticketing, and CRM capabilities including lead extraction and account & contact management. Certain Customer Support Software products may also provide more distinctive tools such as tutorial builder, log in mechanism, client self-service, analytics, reporting, and case management. A Customer Support system helps companies to deal with complaints, requests, and other user issues fast and more adequate, to reaffirm the credibility of their brand, and to take care of long-term customer relationships.
Pricing details are an important consideration when you analyze SaaS vendors. Ask the provider if they offer price protection and contractual flexibility. “Shelfware” has become a major concern in SaaS licensing as buyers end up shelling out for more than they need. Plus, to get pricing predictability, consumers are forced to subscribe to long-term agreements. Make certain you don’t get saddled with long-term licensing and get locked in for a long time with a single provider. Ask about easy exit policies that enable you to migrate to another vendor if you are not satisfied with the services offered by the current one. Select a provider that offers a convenient standard annual termination facility as well as long-term price protection.
Another important factor to consider is whether the cloud provider meets compliance and security requirements. Your firm is accountable to staff members, consumers, business partners, and regulators. Therefore, you should select a vendor that has adopted a technically sound and comprehensive security system. Map your security control requirements such as availability, integrity, confidentiality, privacy, and accountability to the provider’s capabilities. Ask the potential provider 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 particular industry? Get satisfactory answers to these questions before you make the investment.