The Ultimate Guide to Buying

Customer Help desk Software

Top 3 Points to Consider to avoid a Bad Decision!

What does a modern customer expect? Have we been successful in establishing customer relationships? How should we strategize a customer service policy aligned with the business goals? Many questions come up when we think about customer management and support. Running a business is not easy, one needs to think and rethink certain decisions, take a closer look at various aspects and envision the progress. Competing solely on products and prices is a passé, customer acquisition and retention is the way to lead.

Here we discuss top three areas to focus on while looking around for customer support help desk software-

1

Integration and Pricing

Businesses cannot simply buy and take what someone says with a pinch of salt, especially when it matters to their customers, employees and sensitive information. Companies should always opt for comprehensive customer help desk software that allows seamless integration with their existing and new third-party systems whenever required. This integration should not come at a cost of loss of data, performance, features or money. For instance, data from marketing, accounting, sales and customer support department should be synchronised within the software, payment gateways and mailing interface should be integrated for quick accessibility. Cross-functional working, centralisation and information sharing can be achieved when there is a smooth integration of all the systems, saving costs and time. A cloud-based customer support software charges as per the subscription plans, choose it wisely as there is a huge scope to save upfront costs and hardware investment.

2

Customisation and Automation

Customisation is the key factor to gain maximum ROI (Return on Investment) using CRM software. Since customer relationship is inter-related with all the aspects of the business, customising features as per the need helps to achieve goals. A tailored solution works far better than a generalised product! Reasons are pretty obvious- you need not pay for what is not in use, you can configure things in synchronisation to your business processes and terminologies, brand it for a consistent experience as per the target audience impression and control it. One should be able to customise and define automated rules to take actions as per priorities, allocate and schedule tasks, repetitive activities, control sharing, accessibility, hierarchy, design, data-field capture validations and send notification reminders. Automation permits effortless administration and customisation increases usefulness of the platform.

3

Mobile access and Self-Service

Let your freak flag fly high as your customers engage with you, be your advocates, bring referrals and speak for you around! Mobile is ruling and it has made everyone habituated to accessing things instantly. Just like mobile-friendly websites are important, so are mobile applications or mobile compatible software. Cloud-based software and mobile applications are replacing the “on premise” device dependent culture. Mobile apps foster an “access anywhere and anytime” approach for the users. End-users enjoy a smart self-service platform on the application and employees can carry out their work-on-the-go and provide support as they receive requests. Empowered customers stay longer and associate with the brand. Self-service apps are the best medium to connect them to your business. Mobile access depicts a source to pool and analyse the customer behaviour, trends, identification of issues and loopholes in the systems and consequently take decisions.

Service as a software (SaaS) deployment with mobile functionality for important CRM features is catching up the trends. According to the estimates, SaaS deployments of CRM will make up 80-85% of the entire market by 2025.

Customer service determines the future of customer relationship; hence it needs to be amazing and superior. Apart from the above-mentioned areas to consider before purchasing a customer support help desk software, here are some of the questions that are often popped up in a person’s mind:

Set the record straight with a solution that has the ability to combine all elements and help you to understand, develop and manage your customers. Customer service, unlike old times, has grown to encompass active, self-motivated and interactive support than just solving issues. While this shall remain the trend, future of CRM will see more collaboration and automation. To know more about the implementation and effects of cloud platform with customer help desk software, speak to the industry experts. Find the latest updates and interesting statistics on our Facebook, Twitter, Google plus and LinkedIn accounts.

Make your Move now!

iTouchVision is one of the world’s leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.