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.