Help desk software enables the smooth delivery of customer service at various stages of the front desk, which provides answers to common questions or usual problems, to supervisory and control levels up till a complicated problem is resolved. During acceleration, a proper solution guarantees user issues are followed, accordingly approved, and taken into account within a sensible period to avoid losing customers’ affection and their business. A help desk system even manages a record of customer discussions, emails, transactions, and further engagements for reports or as resource for knowledge base or best practice case studies. A good solution creates a centralized portal for all communication channels, such as urgent numbers, email addresses, live chat, and social media profiles, to ensure no request disappears into the crack. Just like that, you could also check agent accomplishments more precisely, with this software’s metrics and views.
Infrastructure plays an important role in a SaaS system. If there is downtime, you would not be able to access the service. So, you should pay good attention to the system’s infrastructure when evaluating SaaS vendors.
Many companies fail to ask their shortlisted SaaS providers questions about disaster recovery, service level agreements (SLAs), and security. These are crucial infrastructure elements that need careful consideration when evaluating a provider.
SaaS is easy to subscribe to. All you need to do is go the website and purchase a suitable package for the required number of users. For this reason, many firms pay attention only to the cost of the system and not to infrastructure considerations. They may also think that thorough evaluation is not needed since it is so easy to get started quickly.
But you need to be ready for situations as such as the SaaS vendor going out of business or their website going down. You need to have contingency measures in place to tackle these situations to ensure they do not have a deleterious impact on your business. It is simple to subscribe to a SaaS system, but think about the impact on your enterprise if the platform is withdrawn by the provider.
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.
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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.