Check out this cute video from Capterra explaining what help desk software really is and how it can help you provide better customer service. Hint: customer service software can help you reduce ticket resolution time and improve customer and agent satisfaction - and that means higher profits!
As we wrap up the first half of 2015 (can you believe it?) we thought it would be fun to review the top 10 themes in customer support over the past several months. In no particular order, here they are:
We often talk about the benefits of SaaS vs on-prem software, and a new survey from GetData shows the benefits as reported by hundreds of SMBs.
Not surprisingly, the top 3 benefits of cloud-based software are:
1. Easier to deploy and manage
2. Quicker to implement
3. Less IT support needed
The reason for this is that cloud-based applications are typically plug-and-play, they've established a solid, feature-rich platform that is updated on an ongoing basis, so as a user you never have to worry about expensive hardware, expensive updates, or a power outage shutting you down (see our post on a company who literally had that happen to them). Other benefits include ease of use, lower cost (a big bonus!), and greater security.
Although greater security may surprise you, remember that SaaS companies are completely dependent on their software working ALL the time, it's what they do for a living. This means they focus 100% of their resources to making sure that happens. On the contrary, an individual company can only devote a portion of their resources to IT infrastructure, servers, and the like because they also have to take care of running their business.
All in all, SaaS is becoming the way of the future - for startups, SMBs, and enterprise business the benefits of easy installation and lower costs speak for themselves.
Click the link below for the full study:
As a B2B software/technology company, your customer support needs to be exceptional.
As any dentist or dental practice administrator is well aware, missed appointments account for the biggest loss of revenue in dental practice. Software Advice, a leading software research company, recently released the results of two surveys detailing how practice management software might reduce no-shows and increase return visits.
How and Why You Should Be Offering Self-Service Customer Support
We're always on the look out for relevant and recent stats - and GetData, an independent SaaS and SMB research program, is providing lots of information to fuel our thirst. Below are some interesting facts for SMBs that we thought you might be interested in:
No matter how great a small business is doing, there always seems to be room for improvement. Especially when dealing with sales, marketing, and support and using technology to synchronize the three.
GetData, an independent SaaS and SMB research program affiliated with leading software comparison site GetApp, has recently launched their new Market Intelligence Program which publishes new, primary research on an ongoing basis.
There's been a lot of focus lately on hiring "Customer Experience Managers", especially by companies in the tech industry. The basis of the idea is bang-on: But the latest movement to hiring a manager to do this is ridiculous, it defeats the whole purpose and is just another BS buzzword.