Forum Posts

TS Peter
Apr 05, 2022
In Welcome to the Forum
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.
0
0
3
TS Peter
Apr 05, 2022
In Welcome to the Forum
Meet customers where they are. It's a fairly simple, even intuitive concept. Accessing content the way they want is important to 91% of consumers. Mobile to employee contact list customer service But it's only in recent years, as connection channels have multiplied, that improving access has become a major goal for customer service centers. And the employee contact list interest is only growing. googletrendsomnicanal Mobile phones are an increasingly important channel for customer experience. The fact is that the vast majority, 70% of customers use their phone for customer service inquiries. That's only slightly less than the 89% of respondents who said they use their phones to keep up with friends and family and plan their social calendars, according to ExactTarget. And even closer to employee contact list the 75% who the employee contact list participate in social media on their phone at least once a day. A survey by Ericsson showed that 35% of US smartphone owners check their social media apps before getting up. It's from 2011, and it sounds low. Maybe it's because in 2011, smartphone usage tripled. Perhaps realizing this, Facebook has transformed its mobile strategy from an afterthought into a main focus of development. They have been incredibly successful in creating an addictive app. I actually uninstalled the Facebook app to employee contact list make sure I didn't get any push notifications. And now I check it every morning through my mobile browser. Before getting out of bed. What is the return on investment of a mobile strategy? It's much cheaper to convince a customer to buy again than to get someone new to try something new. At least six times cheaper, according to employee contact list the White House Office of Consumer Affairs. And loyal customers are worth on average up to 10 times more than their first purchase. Nothing makes people want to jump ship like having a bad time with a brand.
0
0
3
 
TS Peter
More actions