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Cloud Based Help Desk Software: Are Cheap & Free Tools Better Than Professional Ones?

Category: Help Desk Software

qnaPeter runs a small call center of 20 agents and is looking to change the present traditional help desk to a cloud based help desk software . But like any shrewd entrepreneur, he’d like to weigh the pro’s and con’s, benefits and advantages of the two systems before making The Big Switch. He intimated to us these concerns:

“Hello, I hope you can help me with my dilemma. I know that a cloud based help desk software is the wise thing to do  but I still would like to be convinced nonetheless. This is because in any enterprise, whether it’s a big or small business, I’d like to think things 100 times before joining the bandwagon. My main issue with our help desk at present is that it’s getting more expensive and difficult to maintain by the day. Anything you can recommend to help me decide on the matter will be greatly appreciated. Thank you.” Peter, FL

You’re right Peter, a cloud based help desk software is the solution for you. We can think of a few advantages of this software which you can keep in mind before buying:

Affordable pricing.

A cloud hosted alternative comes out cheap and more affordable because of the way it is devised: everything is web based or can be accessed via the internet. Unlike on-premise help desks, there is no need to install software or purchase licenses with expiry dates. The pricing model is through monthly or yearly subscription and you can even avail of a free trial from the providers.

Ease of use.

Cloud based help desk software is ready to use within minutes of subscription. There is nothing to be installed so it will not require technicians or specialized IT teams. Concerns can easily be raised by posting a ticket or by researching in the FAQ or Knowledge Base sections of the website of your software vendor.

We have said that there’s no software to be installed or upgraded so the whole system requires almost zero maintenance and that’s a breeze, right?

Flexibility and scalability.

Being cloud hosted means you are being operated on remote servers. If this were a marathon, it means you will finish first than those maintained on-premise. With cloud hosting, your agents can handle customer requests efficiently during peak hours. Server capacity is not a problem, and your agent functions can be scaled up or down depending on the need.

Moreover, issues can be resolved even while you and your staff are on the go. It doesn’t matter where in the world are or what time it is or what device you are using, you can look up the best solution to the problem for as long as you are online or have web access.

Read more:  Online Team Collaboration Software: Which 5 Features Are The Key Ones?

Help desk data on the cloud is kept secure at all times.

When looking for good and simple cloud based help desk software, look for industry standard SSL encryption. When it comes to security, companies like Zoho offer permissions to specific individuals and groups within the network so that all information that comes in and goes out is safe. You can also try these few tricks on how to choose a SaaS help desk software.

Good luck!

P.S. For further reading I recommend the following: which customer help desk software suits you; and the best help desk software for IT.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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