Help desk software enables the uninterrupted delivery of client service at various stages from the front desk, which provides answers to common questions or common issues, to supervisory and management levels until a complex problem is dealt with. In the course of escalation, a good solution ensures client problems are followed, accordingly settled, and addressed in a reasonable period to circumvent risking clients’ goodwill and their business. A help desk system even manages a record of customer communication, email messages, transactions, and further engagements for reporting or as reference for material base or best practice records. A solid solution establishes a centralized portal for all communication channels, as for instance hotline numbers, email addresses, live chat, and social media profiles, to guarantee no inquiry slides inside the cracks. Similarly, you can also check employee performance more precisely, using the software’s indicators and insights.
Disaster recovery and security are two key aspects that need to be considered by SaaS buyers when analyzing potential providers.
Many SaaS providers do not have a disaster recovery site. Therefore, ask the following questions to your shortlisted vendors: How do you test your disaster recovery procedures? What is your recovery time? How often do you test? Do you have dispersed infrastructure; are your main site and your disaster recovery site placed in different geographical locations?
You need to be aware that many SaaS providers do not use enterprise-grade infrastructure to install SaaS apps. Many programs have multiple providers. For example, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a concern rears up, there is a lot of finger-pointing. This problem is common with on-premise IT applications. The solution is to reduce the number of vendors so that there is answerability to ensure they take responsibility about performance.
Ask the potential SaaS vendors the following questions about security: Is your firm SAS70 compliant? What security procedures are used at your facilities? What security audits and principles does your organization follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?
Needless to say, take your time to research carefully and get the answers to the above queries before you invest in an apt SaaS solution.
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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.