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Companies Continue Increased Spend on Help Desk Software

Customer Support Software Featured Articles

Companies Continue Increased Spend on Help Desk Software

 
May 08, 2015

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  By Clayton Hamshar, Contributing Writer
 


In an increasingly diverse and interconnected global economy, customers have progressively higher expectations for the quality of service provided by companies they interact with. Managing relationships with customers is thus more important than ever and this has led to a flourishing market for Customer Relationship Management (CRM) and more specifically help desk software.


The 2015 Help Desk Software Userview report, conducted by Software Advice, surveyed a wide range of IT professionals from several industries in order to gain insight into overall trends as well as the benefits and challenges associated with investing in help desk software solutions. Further commentary on the report was provided by TeamSupport.

Companies spent more than $20 billion on CRM software in 2013 and this number is expected to increase to over $36 billion by 2017, with 84 percent of survey respondents indicating they plan to increase their spend in this area. Most of this investment is dedicated to adding functionality to existing solutions in order to keep up with the latest trends and technology. The most frequently used functionalities are ticket management, reporting and analytics tools and integration of live chat, while slightly less than half of respondents reported taking advantage of device monitoring, software management, asset management and knowledge management functionalities. Live chat is the fastest growing technology on this list as companies realize the substantial convenience it brings to the customer experience.

Not only does help desk software improve customer satisfaction; it’s had a very positive impact on many aspects of department performance. Over 90 percent of respondents identified significant benefits for software problem resolution time, first-contact resolution, productivity of support staff, employee satisfaction, IT resource uptime, compliance with Service Level Agreements and hardware problem resolution time. To a lesser extent there are positive effects on anticipation of developing problems and new staff training times as well.

Customers demand for companies to present a unified customer service front with convenient and comprehensive support services that keep up with the latest industry trends, such is the case with live chat which is quickly shifting from being a novelty to an expectation (live chat usage increased by 70 percent between 2012 and 2014). The massive increase in mobile technology that has permeated our culture has created new avenues between company and customer that require expanded functionalities to effectively respond to and take advantage of mobile traffic.

The growth of the CRM industry due to these factors is in itself a contributor to the expanded functionality being offered by software vendors. The increased competition is a driver of innovation, which leads to customers expecting more and so forth. The bottom line is that help desk software is an invaluable investment for companies across a multitude of industries that wish to improve their interactions with customers and in the long run generate more profits.




Edited by Maurice Nagle
Customer Support Software Homepage





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