Help Desk Software and Recognizing the Power of the Cloud
March 31, 2015
Grazed from MidsizeInsider. Author: Shawn Drew.
The cloud is an established technological force, recognized for its superior ability to transform a business. Help desk software and CRM solutions have both proven to be powerful tools, yet new research shows that the uptake on cloud-based help desk solutions remains slow. IT managers at midsize businesses are beginning to understand just how effective a cloud-based help desk solution can be and look beyond the market trends to find ways to better deliver technological assistance to their employees and customers.
The State of Help Desk Software
A new report from Software Advice finds that ticket management, reporting and analytics and chat integrations all rank highly as critical functionalities driving businesses’ investment in modern help desk solutions, according to Biz Report. Despite these needs, investment in the help desk appears to be somewhat stagnant, with half of the survey respondents claiming they have no plans to alter their current help desk investment…
Despite the availability of a large number of cloud-based CRM solutions, only 31 percent of respondents said that they actually used one. Of those, 18 percent used vendor-hosted software and 13 percent used software hosted in their own cloud environment…
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