Help desk software facilitates the uninterrupted delivery of client service at different stages of the front desk, which answers common questions or recurrent issues, to supervisory and managerial levels up till a complicated complication is fixed. During escalation, a fast fix ensures client problems are tracked, accordingly settled, and tackled within a sensible period to circumvent endangering clients’ affection and their business. A help desk system also manages a record of customer communication, email messages, transactions, and similar engagements for reporting or as reference for data base or best practice researches. A high-quality solution creates a centralized area for your communication channels, as for instance hotline numbers, email addresses, live chat, and social media profiles, to make sure no request disappears inside the cracks. Just like that, you can even evaluate agent accomplishments more precisely, using the software’s indicators and insights.
Picking a an apt SaaS program from the scores of good quality systems out there can be a complex task. To help you, we have created this quick briefing. Find out if the SaaS vendor offers the following benefits:
Reduced Cost: Most SaaS apps are pay as you go, and you don’t need to worry about additional investments for software maintenance or IT resources, upfront licensing fees, or in-house IT staff.
Fast Set-up Time and Minimized Risk: You should be able to deploy the SaaS solution quickly and easily. Make use of the free trial to learn if the platform fits your needs. If you pick a wrong system, you can bail out effortlessly with minimum losses.
Customization and Integration: Select a vendor that offers a wide variety of software packages and modules. You should be able to pay only for the features you use to meet the current requirements of your organization.
Security and Control: The solution should offer robust security. Pick a vendor whose databanks are more secure than those in your office to maximize the advantages.
The Infrastructure: The vendor should offer the required infrastructure so that you need not host anything in-house or need the help of internal IT resources.
Web Access: Your staff members should be able to access data anywhere, anytime. To help them be industrious on the go, choose a vendor that offers mobile apps that are compatible with widely used operating systems.
Consider all the six important elements mentioned above to select the perfect program for your needs.
We use our unique SmartScore™ system to evaluate all the products listed to help you get the best possible application. The total score comprises of the following elements (% show how much each component affects the final score):
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.
Hover over the shapes to learn more
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.