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Why SaaS is the Future of Customer Support Software

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Why SaaS is the Future of Customer Support Software

December 12, 2014

  By Michelle Amodio, TMCnet Contributor

There are a lot of benefits that come with Software as a Service (SaaS (News - Alert)). With low financial risk, easy deployment, relief for IT staff, and access anywhere, it’s a smart solution for contact centers on demand. As we shift from a wired society to a wireless one, cutting the cord with SaaS couldn’t be an easier decision for contact center managers who want to offer the best in customer support.

SaaS is attractive to call center buyers for its advantages of scalability and convenience. There's generally no need to install anything, the software is updated automatically and most technical issues are handled by the vendor.

Another crucial element that highlights the benefits of SaaS is its lower cost of entry, meaning you only pay for what you need, no hardware purchase required. The time to a working solution can drop from months in the traditional model to weeks, days or hours with the SaaS model. Many people say “time is money” and thankfully, SaaS can save both. For many SaaS applications, installation is as simple as having an Internet connection and acquiring a log-in.

This eliminates extra work hours and downtime that might have been necessary to upgrade conventional software.  In a customer support environment, time can mean everything, from how customer relationships are formed to how the relationship is nurtured.

When it comes to customer support software, using SaaS also means easier integration. Most SaaS apps are designed to support some amount of customization for the way you do business. SaaS vendors create APIs to allow connections not only to internal applications like CRMs. With the conventional software installation method, updates can require enormous amounts of time and money. With SaaS, subscribers can simply log-on to already upgraded services.

Customer support software should be able to report, evaluate, and identify challenges so that call center agents and managers alike can better measure their efficiency and overall performance. Being able to perform these tasks on demand with the latest updates can make or break the customer experience.

Call Centers have become essential for any business. Almost every industry uses the services of call centers to interact with their customers, and so the success of any call center depends on the quality of the customer support software that it uses.

SaaS is the way to go. 

Edited by Alisen Downey
Customer Support Software Homepage

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