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Getting the Focus of Customer Support Back on the Customer

Stop Wasting Time Looking for Information

We talk a lot about getting out of the inbox, and using customer support software to reduce customer service costs and improve the customer experience. It's easy to say, and most people would readily agree, yet how many actually take proactive steps to do just that? 

Sometimes it takes real, hard numbers to have that "aha" moment that kicks us into overdrive, and motivates us to take action. 

Here's a recent tidbit from GetData (the research arm of software reviews site GetApp), over 65% of small and mid-sized businesses (SMBs) are wasting time looking for files and information each week.

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How to Choose Helpdesk Software

With so many options available for customer support software today, it's hard to decide which one to use. Although the growing availability of SaaS or web-based software has made the purchase decision a little less risky, you still don't want to end up with a helpdesk solution that you'll need to change in a few months. The time involved with setting up a new system, training your users, and migrating data is not without cost, so you want to choose a software that will meet your needs - both now and in the future.

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Customer Service: the past 25 years

Customer Service, (aka Help Desk or Customer Support) software is often considered part of the bigger CRM (Customer Relationship Management) wheelhouse.  That market has grown a staggering 2000 percent in the past 25 years – and is predicted to outgrow all other software categories in the near future.  Software Advice, a leading software research company, just released a look back at the industry over the past 25 years.

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More SaaS Benefits - Don't get left in the dark!

We'd like to share a real-life example of how SaaS offers more flexibility (and reliability) than installed software.  And if you refer to our blog post just a few days ago comparing SaaS to on-prem software, you'll see the irony in the timing of it.

As a software company, the vast majority of our business is done remotely - phone conversations, live chats, email, and of course web conferences and online demonstrations.  We had one of these demonstrations scheduled earlier this week, and when the time came to be on the call with the customer, they weren't there.  We checked all the appropriate media and nothing, no phone call, no email, no idea what happened. 

Of course we reached out to ask the prospective customer to reschedule, and when we did eventually hear back from them, we couldn't believe what had happened:

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Installed Software vs. SaaS: Total Cost of Ownership

In this tech-savvy day and age, business owners have a lot of options for software. As someone managing your business’s budget, you must weigh your options so that whatever you select won’t end up costing you more over time. As an example, customer relationship management (CRM) software comes in a variety of sizes and shapes and is almost guaranteed to be a necessity for small businesses. You need to be able to have the flexibility in whichever software program you select to reach your customers in the way that feels most comfortable to you. Luckily, Software Advice, a leading software comparison resource, offers a great tool called the TCO calculator that can help you do some cost analysis when it comes to selecting the right software that won’t break the bank.

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Understand Your B2B Customers Better

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