S

oftware as a service (SaaS) is emerging as a popular technology trend. It is transforming the way firms are deploying business applications. Firms subscribe and register accounts on cloud-based service desk applications. These applications cater to diverse business requirements. And, the number of firms adopting SaaS applications is on the rise. Evidently, the SaaS service desk market is witnessing rapid growth. In essence, the demand for cloud-based service desks has multiplied exponentially in the past few years. Consequently, healthcare, retail, IT and telecom are some popular sectors using SaaS applications.

Basically, SaaS technology-based service desk tools have a positive impact on process efficiency. If you are wondering how, here are some useful insights. First, SaaS service desks improve the efficiency of existing workflows. Second, the tool allows the optimal deployment of available resources. Third, cloud-based applications reduce operational costs to a great extent. And finally, it streamlines your data flow.

SaaS application benefits

SaaS refers to software applications and tools available for use online. Users need high-speed Internet connection to avail these services. The cloud-hosted applications do not need complex installations or time-consuming downloads. Primarily, users can register and create their accounts on these platforms. This makes the applications fast, simple to use, and easily accessible. Some common SaaS-based applications include communication, payroll, accounting, HRM and CRM. 

There are several reasons why IT firms are investing in cloud-based technology tools. Cloud strategies do not need huge infrastructure or investment in costly installations.

The illustration below highlights some of the potential benefits linked to SaaS applications.

SaaS application benefits

On-premise applications, on the other hand, need huge upfront investments and ongoing maintenance. Patchy upgrades and legacy versions cause additional problems in the long run. So, when we compare these issues to the dynamism of cloud computing tools firms save both time and money. 

SaaS help desk tools – how they are shaping our business efficiencies

Market research on evolving customer expectations highlights some key parameters that drive support service strategies today. 

  • Mobility – customer prefer the scope of interacting anytime and from any location.
  • Personalized service – support service teams should provide clients with tailored solutions. This ensures improved customer engagement with the brand.
  • Intelligent approachsupport teams should anticipate customer requirements in advance. Predictive analytics and data mining can support this objective effectively.
  • Seamless connectivitycustomer issues use multiple channels to communicate their issues. The support service should provide them with a seamless and well-connected experience.

Additionally, insights also reveal that 86% of the customers switch to other brands because of poor customer service. Basically, the on-premise helpdesk applications fail to support the above-listed parameters. 

Now, let us delve a little deeper into the key benefits of deploying the cloud-based service desk tools for your business.

360-degree view of customer information

The on-premise applications store data in silos that make it even more difficult to get a real-time view of the customer issues. Such applications restrict the scope of integrating customer interactions and data-sharing across multiple channels. Essentially, the cloud-based helpdesk application offers a whole lot more than a simple support service platform. It also offers a 360-degree view of your customer data. Hence, a single click provides all information in context to the selected customer. Effectually, you have an integrated view of customer data. Primarily, this data is used to provide customized solutions to clients. The end result is a positive customer experience and improved customer loyalty.

Ease of access

Cloud-hosted service desks can be easily accessed from any location or anytime. Support agents, customers, and other users can hence respond instantly to urgent requirements. Moreover, these applications are device-agnostic and this further adds to the convenience factor. Hence, users can access the application from their laptops, desktops, mobiles, homes, or offices. Overall, SaaS applications are easy to deploy and use across multiple platforms.

User experience

On-cloud service desks offer a consistent and unified platform that handles user queries across multiple channels. Cloud-based help desk applications offer the users a seamless communication platform. Further, round the clock assistance makes it easier for the firms to manage user issues and requests. Prompt actions and instant notifications have a positive impact on user experience and this improves the customer loyalty scores dramatically.

Wrapping up

In conclusion, the evolving business environment requires dynamic applications that are flexible, customizable, and scalable. In short, an application that grows and adapts to your emerging requirements. SaaS is a game-changer considering the fast pace of changes influencing operations and work processes. Siloed systems cannot keep pace with frequent changes in technologies and work processes. In contrast, cloud-hosted applications offer a dynamic and highly customizable solution that meets your specific business needs efficiently. Consequently, these parameters make cloud-hosted help desks the best choice for small and medium enterprises.

Sign up for ngDesk, a cloud-based help desk application designed to meet your evolving business requirements effectively. The application can be easily downloaded in a few mouse clicks. The ngDesk development team take care of subsequent upgrades and individual customization needs. The team studies your requirements and molds the application to match your existing workflows. The application is both flexible and scalable.