Customer Support Software refers to the broader scope of delivering customer support services, where help desk is only one function in such capacious category. Applications like those usually support both help desk assets, as for instance points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. A number of Customer Support Software tools may even provide more distinctive tools such as tutorial builder, registry mechanism, client self-service, metrics, reporting, and case managing. A Customer Support system helps businesses to tackle problems, inquiries, and similar customer issues fast and more adequate, to reaffirm the credibility of their brand, and to preserve lasting client relationships.
There are lots of cloud-based SaaS solutions available in the market and this makes it hard for a company to select a suitable platform for their needs. The first element to consider is usability. Be sure about the changes needed for your team’s processes and workflow when you implement the software. Buy a system that adapts to your processes and not the other way around.
The second feature to consider is the user interface. It should be uncomplicated and easy to use so that your employees get the hang of it quickly. Get them involved in the selection and usage process, and assess their daily needs to find a good fit. Make the users look at the demos and try out the free trials and get their reviews.
The third important element is scalability. Select a tool that can grow with your company. Though many SaaS vendors offer enterprise plans, these are expensive for a lot of businesses. So, check if the program allows you to export your data and migrate to another software if required. In fact, select a vendor that allows you to export your data as you can trust their honesty and they are the right type of SaaS brands you should look to partner with.
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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.
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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.