Cloud-based softwares, also called Software as a Service (SaaS), aren’t any particular application but instead a general approach to accessing IT infrastructure and software. Cloud softwares have changed the way you can use your help desk. You can think it sort of like what is difference between a regular car and an electric model. Both can get you from point A to point B in the same way, even though they have significant differences under the hood. The biggest difference between on-premises and cloud-based help desk software is that in on-premises based help desk all the data is stored and programs runs in company’s own servers while in cloud-based data and programs are on third party’s server. This article tells you why you should start using cloud-based software and what benefits you can get from it.
Availability
The biggest benefit of going to the cloud is that you can access the help desk software from anywhere. With cloud computing, if you’ve got an internet connection you can be at work. That means you’re not tied up to your office or network in order to respond to complaints, view statistics or to do some other work. Most serious cloud based help desk softwares are also offering mobile apps, so you are no longer dependent on your computer either. The easier you can access your help desk software, the more likely you’ll be to turn an unhappy customer into a brand loyalist once again. Also thanks to the cloud, all customer service agents are constantly up to date about everything what is going on.
Collaboration
Any experienced customer service representatifve knows that it’s impossible to gather the knowledge to answer all possible questions. Some tickets need to be escalated, others need to be transferred to a different functional area and some are so difficult to solve that it would need multiple customer service agents effort to solve it. This collaboration is made more difficult if access is limited to your local computer or server. The departments in questions need access regardless of their location and, as mentioned above, a cloud-based help desk solution can provide just that. Collaboration improves almost naturally, benefiting both your internal workflows and your customers. If your business has two employees or more, then you should be making collaboration a top priority. After all, there isn’t much point to having a team if it is unable to work like a team. Cloud computing makes collaboration a simple process. Team members can view and share information easily and securely across a cloud-based platform.
Reducing Downtime
Today’s market, even a small amount of downtime can have a massive negative effect. Downtime in your services leads to lost productivity, revenue, and brand reputation. Computers can malfunction for many reasons, from viral infections, to age-related hardware deterioration, to simple user error. If you install the help desk software on your own server, you will risk everything if that server crashes. In the best case scenario, you will not be able to communicate and interact with customers, leading to frustration on their end. In the worst case scenario, you will lose historical data that would be vital to both close open tickets and improve your business over time. Cloud solutions are usually more stable, there all of your data and applications remain safe and you don’t have to worry about all the lost revenue adding up on top of the costs of restoration. Instead, the data is backed up frequently, meaning that even in the unlikely event of downtime, you will be up and running again soon. When you carefully select a quality cloud service provider for help desk operations, your downtime plummets while user satisfaction goes up.
Automatic Upgrades & Updates
If your current help desk software are forcing you to commit too much of your attention to computer and data-storage issue, then you aren’t going to be able to concentrate on reaching business goals and satisfying customers. Software upgrades and updates usually mean temporary downtime and overtime by IT employees to get the upgrades or updates installed, tested, and running on all your systems. But when you switch to the cloud, upgrades and updates are automatic. No downtime anymore, just a smooth, seamless transition. In addition, you are always working on the most current version of the software available. This means greater security, more features, and better stability. Cloud-based applications automatically refresh and update themselves, instead of forcing an IT department to perform a manual organization-wide update. This saves valuable IT staff time and money spent on outside IT consultation.
Flexibility
Especially when your business is growing, you begin to understand the many benefits of cloud-based help desk software. The flexibility is baked into the service. The cloud make it much more easier to scale up as business grows. This also works in the opposite direction, if your company’s needs decreases it is really easy to scale down again. This level of agility can give businesses using cloud computing a real advantage over competitors. Most cloud computing services are pay-as-you-go. This means that if you don’t take advantage all of the features help desk software has to offer, then you won’t have to pay for those. The pay-as-you-go system also applies to the data storage space needed to service your customers, which means that you’ll get exactly as much space as you need, and not be charged for any space that you don’t. This improved freedom and flexibility can make a significant difference to the overall efficiency of your organization.
Source : Zendesk
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