Whether you're looking to buy help desk software, upgrade your customer service software, or just keep up to date, here are the three trends that will have a huge impact on the customer service software space this year. 1. Cloud Hegemony Quite simply, the employee contact list cloud takes over. While there are still desktop and self-hosted options for help desk software, the employee contact list vast majority of major players and new entrants are either cloud-based or at least offer a SaaS version. Capterra has ranked the most popular help desk software products, based on number of users, awards, social media presence, and reviews.
Of the top five, Zendesk, Kayako, UserVoice, Freshdesk, and Bomgar, only one, Bomgar, is self-hosted. According to employee contact list a recent article by Fonolo, 62% of organizations were already using cloud-based contact center solutions in 2013. DMG Consulting predicts that this number will increase by 25% in 2015. The benefits for customer service and IT help desks are immense. Servers, mirrors, databases, patches and compliance don't come cheap. Shifting software installation, backup, maintenance, and upgrade costs to employee contact list vendors is quite attractive. attractive As connection speeds have increased.
The main remaining obstacle to employee contact list total cloud dominance is security. Concerns about hosting sensitive information elsewhere are overblown for two reasons. First, many assistive software products now offer SSL encryption and security. Zendesk encrypts communications with servers using standard SSL. Kayako does the same. The cool thing about cloud-based software and security is that it's actually more secure in some ways than hosting it yourself. Or, at least, it removes some of the responsibility for security from you. For example, Kayako reacted quickly after the Heartbleed SSL bug to employee contact list ensure its customers didn't experience any data breaches. It's not out of the goodness of the heart.