What is Customer Service Software?
A definition and brief overview of customer focused technology
Customer service software us more than just a ticketing system it can be best defined as is a complete suite of customer relationship management solutions.
These software applications help manage pre-sale
and post sale transactions as well as help improve communications.
Customer service software uses customer information from previous
purchases, customer demographics, and web surfing habits to help suggest
an upsell.
For the small business user, of ten users or less, software such as ACT!
by Sage is a popular choice. ACT! automates customer service and support
and provides customer data analysis and supports e-commerce programs.
Salesforce.com is another provider of customer service software.
Salesforce CRM specializes in the web-based options. Salesforce costs between $20 and
$199 per user per month. This gives the user access a wide range of
applications and management tools. Salesforce CRM claim to be the world
leader in on-demand customer service service.
This does bring up the question of which is better; an on-premise
solution or a web based (SaaS) one. Both options have there good and mot
so good points.
The final choice will be based on specific requirements, budget and user preference.