Help desk software facilitates the smooth delivery of client service at different phases from the front desk, which replies to common questions or common matters, to organizational and management levels up till a demanding complication is fixed. During acceleration, a proper solution provides the assurance that customer issues are followed, properly endorsed, and taken into account after a sensible time to circumvent risking customers’ favor and their business. A help desk system also stores a record of client conversations, emails, transactions, and further engagements for reports or as resource for knowledge base or best practice researches. A solid solution comprises a centralized platform for a multitude of communication channels, such as urgent numbers, email addresses, live chat, and social networks, to ensure no request slides inside the crack. Just like that, you can even gauge employee performance more accurately, with this software’s metrics and views.
Disaster recovery and security are two important aspects that need to be considered by SaaS purchasers when analyzing potential providers.
Many SaaS providers do not have a disaster recovery site. Therefore, ask the following questions to your shortlisted vendors: How do you test your disaster recovery processes? What is your recovery time? How often do you test? Do you have discrete infrastructure; are your main site and your disaster recovery site positioned in different geographical locations?
You need to be aware that many SaaS providers do not use enterprise-grade infrastructure to install SaaS apps. Many programs have multiple providers. For instance, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a concern rears up, there is a lot of finger-pointing. This problem is common with on-premise IT systems. The solution is to decrease the number of vendors so that there is answerability to ensure they take responsibility about performance.
Ask the potential SaaS vendors the following questions about security: Is your company SAS70 compliant? What security processes are used at your facilities? What security audits and guidelines does your organization follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?
Needless to say, take your time to research methodically and get the answers to the above questions before you invest in a suitable SaaS system.