Help desk software enables the smooth delivery of client services at various stages of the front desk, which replies to FAQs or usual matters, to organizational and control levels until a demanding problem is dealt with. In the course of acceleration, a complete resolution provides the assurance that user issues are monitored, accordingly settled, and addressed in a sensible period to circumvent losing customers’ favor and their business. Help desk software even keeps a record of customer communication, emails, transactions, and other engagements for reports or as reference for material base or best practice case studies. A high-quality solution comprises a centralized portal for your communication channels, like for example hotline numbers, email addresses, live chat, and social media profiles, to guarantee no query falls inside the crack. Similarly, you could even monitor employee performance more precisely, making use of the software’s metrics and views.
Picking a an apt SaaS solution from the numerous good quality apps out there can be a complex task. To assist you, we have created this quick primer. Find out if the SaaS provider offers the following advantages:
Reduced Cost: Most SaaS solutions are pay as you go, and you don’t need to worry about extra investments for software maintenance or IT resources, upfront licensing fees, or in-house IT employees.
Fast Set-up Time and Minimized Risk: You should be able to implement the SaaS solution quickly and easily. Make use of the free trial to understand if the app fits your needs. If you pick a wrong solution, you can bail out easily with minimum losses.
Customization and Integration: Pick a provider that offers a wide range of software packages and modules. You should be able to pay only for the features you use to meet the current needs of your organization.
Security and Control: The platform should offer robust security. Select a vendor whose databanks are more secure than those in your office to maximize the gains.
The Infrastructure: The provider should provide 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 leading operating systems.
Consider all the six important factors mentioned above to choose the perfect system for your needs.
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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.