Software as a Service (SaaS) solutions are useful in all company departments. However, benefits are even greater when it comes to the customer service area.
This department enjoys five key advantages that SaaS offers over On-Premise software, that is, software that is installed and executed within the company and not remotely in the cloud:
| SaaS |
On-Premise |
| Staff members can access the software from any place and any device. They don’t need to install anything. They only need to connect to a virtual private network (VPN), i.e. an Internet connection suffices. |
It must be installed on the user’s computer. |
| An Open Platform can connect with other tools such as CRM and chatbots, which helps have a 360° view of customers and their needs. |
The information between the company's different tools is disaggregated. |
| There are significant savings in software implementation and scalability. They leverage cloud infrastructure to scale hardware needs in real time using “pay as you go” schemes, in other words, you pay for what you need, only when you need it. |
If the company grows, resources will have to be invested to increase installed capacity. |
| Adopting new technologies and tools to communicate with customers is easy and fast. |
Upgrades are usually costly and time-consuming. |
| IT can focus on strategic tasks beyond infrastructure and hardware. The vendor is responsible for ensuring software availability. |
The company is responsible for the development and maintenance of the software, and IT must ensure it is always available. |
As you can see, SaaS is an excellent option for your staff to attend to specialized customer queries remotely—even from home due to the COVID-19 pandemic—, for which they need nothing more than a device with an Internet connection.
Likewise, chatbots will solve FAQs where and when needed, with minimum resources and time.
If you need advice, Yalo will be happy to help take the conversation to the next level. Are you ready?
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