Help desk software eases the undisturbed delivery of customer services at different stages from the front desk, which replies to common questions or common matters, to supervisory and control levels until a complicated issue is resolved. In the course of escalation, a complete resolution makes sure client concerns are followed, appropriately approved, and tackled in a sensible time to skip losing clients’ satisfaction and their business. Help desk software also stores a record of client communication, email messages, transactions, and further engagements for reporting or as a source for data base or best practice case studies. A solid solution builds a centralized platform for all communication channels, as for instance emergency fix numbers, email addresses, live chat, and social media profiles, to make sure no inquiry falls into the crack. In the same way, you could also gauge employee performance more accurately, with this software’s indicators and previews.
To pick a suitable SaaS system for your company, begin by asking the following questions:
· Is this cloud platform the best program—economically and features-wise? · Will it be easy to do long-term business with the cloud provider? · Is the system easy to use and does it simplify technology? · Can the product help your company to handle compliance, security, and operational risks?
Find out if other companies have successfully implemented the system. Get proof about the provider being able to offer the desired business value and ROI. Browse case studies to learn about the user experiences of other customers. Get references from the vendor and find out about the caliber of the software and service provided.
Another important element to consider is the free trial. Before you make such a critical decision and invest your hard-earned money, be certain if the system actually fits your needs. You can do this by registering for the free trial and trying out the app’s features. Also, find out if the provider can help you to pilot the solution. You may need to pay for the deployment of the pilot, but the cost is worth it as it will give you results and proof points to analyze before you make an important investment.
Hover over the element to learn more about our ratings.
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.