What You Need to Know Before Switching Customer Support Software Solutions

By Laura Ballam

The allure of switching software solutions is always so attractive. You have salespeople barraging your email, sometimes offering you gifts for a moment of your time and promising you the moon, all while treating you like you’re the most important company in the world. But, as we all know, switching software isn’t a sure thing. It’s important to evaluate all factors to understand the “risk vs. reward” component of these critical decisions. Making the right switch could result in a promotion and be a career defining moment, but the wrong switch (or not switching at all) may lead to a demotion, department transfer, or even worse.

To get it right when it comes to switching customer support software solutions, here’s what you need to know…

Make sure to read the fine print – Some companies will try to impress you by highlighting a low price in a complicated pricing structure on their website. Make sure you read all the details before including that price in your analysis of vendors; sometimes prices are contingent on certain product packages and/or terms being present (such as a minimum number of user seats). Always reach out to a vendor for specific support software pricing and information to make sure prices displayed online are accurate and relevant to the product specified. Something else to keep in mind – a common trend with B2B software companies is that if their pricing is complicated other aspects of working with the company will likely be complicated as well. Simple and clear answers from the start is usually a good sign.

Ensure the new solution actually has what you need – After you discuss and evaluate your needs internally, understand why you truly want to switch. Common reasons for changing your help desk software include…

  • Undesirable vendor/customer relationships
  • Features not present in current software solution
  • Poor customer support experiences
  • Technology capabilities (or lack thereof)
  • Failure to meet security and compliance needs
  • Selected a B2C solution when business needs are B2B

Whatever your reason for switching may be, it’s important to make absolutely sure your new solution will address your needs. Don’t trust a blurb on a website, take the time to schedule a demo of the software and ask all of your important questions during this time. When offered, try out the new solution yourself – if customer service was a pain point in the past with your old solution, choose a software that lets you speak to customer support during your free trial period to see if the experience with the new solution is better.

Make sure the software provider matches your company culture – This is a very important factor to consider when switching that many “billion dollar” software providers often try to pass off as being trivial. While choosing software from a large company has its benefits, there are also drawbacks. Most customers will be merely a number and a drop in the bucket from a revenue perspective with these providers, making it more difficult to push a feature request you really need across the finish line Go to the full article.

Source:: Business 2 Community

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