Customer Support Software refers to the vast scope of providing customer support services, where help desk is only a single feature in such large category. Systems from this category generally support both help desk tools, as for instance points-of-contact and ticketing, and CRM functions including lead extraction and account & contact management. Few Customer Support Software products may also provide more specific tools such as tutorial builder, log in mechanism, client self-service, metrics, reporting, and case managing. Customer Support Software helps companies to tackle complaints, requests, and similar client issues quick and more accurate, to reaffirm the trustworthiness of their brand, and to nurture lasting customer relationships.
To select a suitable SaaS vendor you need to consider key criteria such as privacy and security, support and service, and transparency.
Find out if the provider can be trusted with data security and privacy. Do they have procedures in place to protect your confidential information and data? Find about the security procedures they use. This is an important feature of a SaaS solution that cannot be over-emphasized.
It is essential that the provider offers reliable support to resolve any issues quickly. Ask your potential vendors the following queries: Do they offer consulting and training services to help your employees to utilize the solution effectively? Do they have an online support center that has valuable articles and training materials? What channels of support do they provide? Do they monitor issues till they are resolved? Is customer satisfaction measured?
Does the SaaS provider conduct their business in a transparent and open manner? You can find out by asking them for references you can contact. Talk to existing customers of the software to learn about the quality of service offered. Does the vendor make public the algorithms they use in the program? Ask these questions to find a SaaS vendor whom you can trust with your confidential customer and business data.