Along with the ranking, GetApp has released a research report on trends in the CRM, Customer Service, and Call Center industries. The report provides valuable information to business owners and decision makers to make the initial task of finding a cloud-based business application easier.
In the report, you’ll find:
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The GetRank score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between 1 and 20.Integrations
Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final 5 points are awarded for the total number of integrations scaled against the leader in the category.Mobile Platforms
Mobile platform scores are calculated using data pulled from Google Play and the Apple App Store. In this case, a maximum of 5 points is attributed for having an Android App, and another 5 for an iOS app. The additional 10 points are calculated based on the ratings of the app in each store, rated out of 5, for a total of 20 points.Media Presence
Using Brandwatch as a source of data, GetApp analyzed the number of social media mentions of each application and vendor over the course of the quarter. In order to scale the volume of mentions and filter for irrelevant content, the Twitter handle of the vendor was used as the query search in Brandwatch. Similar to the scoring for integrations, the first 15 points are awarded for the total mentions scaled against the average of the top 25 apps in the category, while the final 5 points are awarded for total mentions scaled against the category leader.Security
Security is calculated with data collected from the GetRank security survey. The survey and scoring were developed in collaboration with Microsoft. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With roughly 70 questions, each question is weighted for importance, and each answer is given a score. Security certifications are also scored and weighted based on importance. The raw score is calculated by totaling the app’s certification score and the questionnaire score, then benchmarking it against other apps in the category with a security score.
GetRank is GetApp’s quarterly ranking of the top 25 cloud-based business apps in different product categories.
What is Customer Service Software?
Customer service tools are used to manage the level of customer support provided before, during and after a purchase or service is provided to a customer. These business apps help to measure performance and identify ways in which the level of customer service can be improved. This is done by automating key processes, documenting best practices and recording customer interactions. By providing reports and overviews, users of customer service software are better equipped to put measures in place to improve their customer relations.
One of the main aims of customer service applications is to increase the speed and efficiency of issue resolution. By consolidating customer data into one easily accessible platform, reps can access complete client interaction history as well as all their personal information. Response time is reduced through call routing. Queries are routed to the right agents by automatically categorizing and separating issues into work queues for different teams.
Self-service is a another key trend among customer service applications. By providing customers with self-service portals packed with resources such as FAQ´s, guides, video tutorials, forums and other documentation, busy customers looking for a quick answer can help themselves before getting in the queue to speak to an agent. This frees up your agents for other tasks and reduces waiting time.
Multi-channel support tools offers a better experience to your customer by providing several forms of contact. These often include integrated phone, email, online support and social media platforms such as Facebook and Twitter. All queries coming from these channels are routed to the same inbox, reducing the time spent checking separate channels. Other customer service tools include feedback forms and online surveys, helping you to understand better what your customers really wants from your service.
Customer service software helps unite the whole team in improving the customer experience, not leaving it solely on the shoulders of customer reps. Through various communication tools, sales reps, marketers and other departments can collaborate and share information which they think might help to improving the service received by your customers.
Most customer service applications will provide you with key insights and analytics through reporting and time-tracking features. This equips you with the information needed to gain a deeper understanding of your customer service and help flag-up areas for improvement. It also helps to build workflows and create knowledge bases used to train new agents and ensure all existing agents are working from the same page.
Key Features & Benefits
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