It is probably not surprising to see so many services nowadays being delivered via the Internet and help desk software is not an exception – the field has been progressively moving towards the Software as a Service paradigm. The natural question that business owners might have in these circumstances is whether there is a real benefit associated with this transition and whether this novel approach should be embraced.
What Makes Web-Based Help Desk Software More Attractive?
The major reason why web-based solutions win over locally hosted ones resides in the ease of setting up the first as compared to the second. Imagine you are at the stage of setting up and configuring a support system. Among the first problems to decide would be that of establishing the required physical infrastructure to run the service – for this, you might not only need to invest in expensive hardware but also to ensure you have an IT team that can handle the task of configuring the system properly for all components/apps to work together nicely.
Another issue is purchasing licensed software – while some software vendors would allow monthly subscriptions, others would require purchasing for longer periods or even costly one-time purchases. Given that you cannot know in advance how well the help desk software will work in your particular case, you might very well end up paying in advance for inappropriate or suboptimal solutions.
When the functionality comes as a web service, the flexibility is typically much greater – you can easily scale up the number of employees or customers served without needing to scale up the infrastructure or to upgrade software. Also, if the service is not satisfying or not compatible enough with the needs of your business, you can terminate cooperation with minimal losses (as compared to when investing in expensive software) and simply try another provider.
Maintenance of both the hardware and software is another issue, as you must ensure that the IT team has both the numbers and the expertise to address potential bugs, software updates, troubleshooting issues. With a cloud-based service, all this is done for you in the background so you never really need to worry about the issue.
Should I Migrate?
Now, as the advantages start to become clear, one might ask what are the typical scenarios in which businesses migrate to such solutions. Below are just a few of them:
- if you don’t have a suitable or vast enough IT team and use to outsource IT services
- if you don’t want to make big initial investments in both hardware and software
- if you don’t mind giving up some control to the provider in exchange for a simplification of your operations/ infrastructure. By contrast, if you want ultimate control over your processes or if you do not want to delegate the responsibility for storing or processing customer data to the provider, then web-based solutions should probably be avoided (despite high confidentiality standards).
All these aspects were considered, it might be the time to evaluate whether you should make the switch yourself.