Help Desk Software, How To Choose
With over 100 Support Desk vendors in the market, costs ranging from free to over $6,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and an overwhelming list of architectures, internet services, and features to choose, selecting the right help desk software for your business can be a time sucking and frustrating process.
The purpose of this post is to try and simplify the process for you. This industry brief will deal with general issues that everyone in the help desk software market should understand prior to making the ultimate choice. Understanding these issues will help you make a more knowledgable decision.
Customer Service Software – Architecture
The issue that seems to generate the most uncertainty in our industry is server/client web-enabled solutions (C/S) vs. 100% web-based solutions. In general, C/S architected solutions are quickly depreciating. At one point, an awesome improvement over main frame solutions, C/S technology has been phased out due to the accesability and advantages of web-based solution architectures. The main reason some helpdesk software businesses continue to sell C/S solutions is due to the conclusion that they do not have the development assets to convert their elder product to a web-based architecture. Some of the advantages that web-based solutions have over C/S solutions include:
- No client-side software set up, updates, or support
- Log in from anywhere on the web, anytime with any browser
- Access to all features and functions anytime and from any place
When you start to demo different customer support software solutions please take note if you are required to load code on your computer to starts the demo. If so, you are not dealing with a business that gives a web-based solution. True web-based architectures need only a URL in order to try a demo.
So, if the business sends you a 5 MB exe. file to demo their solution, you are not seeing a 100% web based helpdesk software solution. The file that vendor is sending you is either front ending a C/S system or is a complete canned demo on your desktop. Make sure you evaluate the solution you are going to buy! If you do purchasea C/S solution, please note that web-enabled add-on modules will not give you full access to all of the features when you are at a remote location.
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