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Software Advice BuyerView: Customer Service Software Report 2013

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Software Advice BuyerView: Customer Service Software Report 2013

  1. 1. Customer Service Software BuyerView Report Insight into today’s software buyer
  2. 2. Abstract From June 2011 to May 2013, Software Advice talked to 361 companies considering a customer service software purchase. Recently, we tapped into this data to uncover answers to the following questions: • What percentage of buyers were replacing a system, versus buying one for the first time; • The primary reasons why these organizations wanted to purchase a system; and, • What features and capabilities are required most often by these buyers.
  3. 3. Buyers' Existing Customer Support Systems 42% 48% Commercial Proprietary None 10% While most of the companies in our sample were seeking to replace an existing system, a surprising 42 percent were buying a system for the first time.
  4. 4. Top Evaluated Deployment Model Among Buyers 41% 54% Cloud-based On-premise Not determined 5% Of buyers who evaluated one specific deployment model over another, the vast majority were open to a cloud-based system when compared to on-premise.
  5. 5. Top Reasons for Replacing Customer Service Systems 7% 11% 30% 16% 16% Lacks functionality Integrations limited Need to scale Too complex Need customization Too expensive 20% Buyers that were replacing an existing system said they needed more customer specific features, as well as more robust integrations.
  6. 6. Top Reasons for Purchasing a System for the First Time 7% 11% 30% 16% 16% Lacks functionality Integrations limited Need to scale Too complex Need customization Too expensive 20% More than half of the companies we spoke to that were using manual methods to manage customer service said they needed more organization and efficiency.
  7. 7. Top Requested Customer Service Software Features Trouble ticketing Flexible reporting Interaction history Manage escalations Other Workflow automation Self service Call routing / IVR / CTI Mobile Knowledge base 0 10 20 30 40 50 60 70 80 Percent of sample Trouble ticketing, sometimes called issue resolution tracking, was the most desired feature among buyers in this category.
  8. 8. Number of Software Users in the Buyers' Companies 9% 28% 13% 2-5 Users 6-10 Users 11-20 Users 21-50 Users >50 Users 16% 34% More than three fourths of the companies we spoke to (78 percent) needed software for 20 or fewer users.
  9. 9. Annual Revenue of Software Buyers' Companies 16% 21% <$1 Million $1-5 Million $5-25 Million $25-100 Million >$100 Million 12% 21% 30% Most of the small businesses in our sample (51 percent) generate less than $5 million in annual revenue. Another 21 percent make less than $25 million.
  10. 10. Learn More About Customer ServiceSoftware Read Report Read the full report Get Free Quotes Get free price quotes on top field service software Get Free Demos Get reviews & free demos on top field service software
  11. 11. @SoftwareAdvice /company/software-advice /SoftwareAdvice @SoftwareAdvice Software Advice™ is a trusted resource for software buyers. The company's website, www.softwareadvice.com, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company’s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors.

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