Running a startup company is no easy task. You have to worry about hiring the right people, getting customers, and maintaining an efficient workflow. The best way to do all of these things? Build a strong foundation with SaaS tools. There are many software options for startups that will help you grow your business in different ways. No matter what stage you are at or what type of business model you use, there is something out there for every company that can help it grow without breaking the bank or taking up all of its time.
Companies are increasingly embracing Software as a Service (SaaS), which, although originally designed for internal use by companies and departments, has quickly become an attractive option for B2C companies looking to provide their customer access to software from the cloud. SaaS is revolutionizing the business-to-customer call center industry by taking advantage of its ease of use and flexibility when compared with other options, like on-premises systems. Here are three main reasons your business to customer company should consider migrating your call center to a SaaS platform:
Ease of Use
SaaS is a great way to make your customer support even more efficient and streamlined. You can manage everything from within one application, so you do not have to keep checking for new updates or conduct business with multiple vendors. A single portal for various applications distills customer service down to its simplest and most effective form.
A mobile help desk is a tool used by organizations to better communicate with their customers. It provides the opportunity to not only standardize communications but also to improve the speed of replies. Help desks initially began as ticketing systems to handle customer concerns but have grown to become a one-stop-shop for customer service best practices. What can a mobile help desk do for you today? It provides insight into the experiences of your customers and internal features including the performance of your support teams.
From the right tools to adequate staffing, customer service can turn out to be an expensive venture for businesses of all shapes and sizes. Most of the expenses incurred come from in-house teams, usually those working in a call-center. If customers get off of the phone with your in-house team and still don't have a resolution to their issue, that can also be seen as both time and money wasted. This is especially true if the customer decides to forego your business thanks to that particular experience.
According to Hannah Steiman of Peak Support, there are a few ways in which in-house customer service can become costly:
With continued growth in computer and hand-held device use in the lives of many brings increasing technical questions and problems that arise. And so, the field of supporting these systems grows along with it, which brings business opportunities for entrepreneurs, and employment opportunities for support personnel.
But there are different types of support needs accompanied by varying required responsibilities and skills. The following are the differences between, and skills required for, three common areas of support: Helpdesk, Technical Support, and Desktop/Deskside Support.
Small and medium-sized organizations on a budget may be hesitant to initiate the process of looking into and implementing a help desk solely based on cost. Whether you decide to choose between an open-source program, software based in the cloud, or something else entirely, there are ways to generate cost savings, while still capturing the services you require to operate efficiently. Continue reading to gather our tips on implementing a cost-efficient help desk at your business, even when budgets are tight.
Customer service is integral to the success of any organization that sells a product or service. Loyalty and retention are both built off of the very principle of customer service. When your customers are happy, they will likely return and recommend your business to their friends, family, and co-workers. With that being said, customer service is an evolving sector that requires organizations to remain current and efficient. How is this done?
Statistics compiled by Techjury reveal that in the last decade, there have been over 2,550 data breaches in the U.S. healthcare industry, with millions of records being affected. If this is not enough to heighten the level of concern of several healthcare companies, the next statistic will. By the end of 2020, security breaches are expected to cost the healthcare industry 6 trillion dollars. This is a significant increase from the $3 trillion figure projected in 2017.
"Your call is important to us. Please hold for the next available representative." If you have ever called into a customer service department before, there's a good chance you've heard an iteration of that line on more than one occasion. Some companies have learned methods to tame the wait time beast and established excellent customer service best standards, while others are still losing the battle.
Let's face it, most of us have probably, at one time or another, had a desktop filled with several spreadsheet files to track varying metrics involved in our roles. You might still be doing this today. Though this may work for some people, there certainly has to be a better way to track the key metrics (and other more basic ones as well) in your organization. We are happy to report that a more organized and efficient service is available, and it comes in the form of help desk software.
If you aren't familiar with this type of program, we will be going through some of its top benefits in this post. It may just convince you to suggest it to your IT leader at your next meeting!