Help desk software enables the smooth delivery of client services at different stages of the front desk, which provides answers to common questions or common problems, to supervisory and control levels until a complex complication is resolved. Amid escalation, a fast resolution makes sure customer issues are monitored, properly approved, and taken into account within a sensible time to skip losing clients’ favor and their business. Help desk software even stores a record of client communication, emails, transactions, and further engagements for reporting or as resource for material base or best practice records. A good solution builds a centralized area for all communication channels, such as urgent numbers, email addresses, live chat, and social networks, to make sure no query disappears inside the crack. Just like that, you can even monitor agent performance more appropriately, with this software’s indicators and previews.
To select an appropriate SaaS vendor you need to consider vital criteria such as privacy and security, support and service, and transparency.
Find out if the provider can be trusted with data security and privacy. Do they have procedures in place to safeguard your confidential information and data? Find about the security procedures they use. This is an important element of a SaaS solution that cannot be over-emphasized.
It is crucial that the provider offers dependable support to resolve any issues quickly. Ask your potential providers the following questions: Do they provide consulting and training services to help your employees to use the software effectively? Do they have an online support center that has helpful articles and training resources? What channels of support do they offer? Do they monitor concerns till they are resolved? Is customer satisfaction measured?
Does the SaaS provider conduct their business in a transparent and open manner? You can find out by asking them for references you can contact. Talk to existing users of the solution to learn about the quality of service provided. Does the provider make public the algorithms they use in the software? Ask these queries to find a SaaS provider whom you can trust with your sensitive customer and business data.
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.