On-Premise vs. Online Support Helpdesk Software: Which One is Better

The right support helpdesk software can help the customer support personnel to monitor user requests and address customer related issues. It makes customer support efficient and responsive. The helpdesk software support databases of queries and profiles of the customers, service level agreements and resolution logs.

help desk service

A report from Software Advice has revealed that today a large number of companies see support helpdesk software as a tool that provides them with a competitive advantage. Companies of all sizes and types can benefit from implementing support helpdesk software. The customer service reps can quickly and consistently resolve customer issues with the use of the customer service helpdesk software.

In this article, we will take a closer look at two types of customer support software: on-premise and online. After reading this article, you will know which one provides a better a solution for customer service needs.

On-Premise Customer Support Software

The on-premise customer support software provides you full control over where the files are stored. You can choose when to back up the files. The software is installed on the local PC. There is no need to be connected to the net to access the file.

Companies that prefer control over flexibility should select an on-premise customer support software. The software provides control over the location and frequency of backups. However, you won’t get the flexibility of accessing the customer support files from anywhere, anytime. Also, you have to manually upgrade the software.

Online Customer Support Software

If you want to benefit from the flexibility of accessing the customer support files from anywhere using any mobile device, you should consider online customer support software. With an online customer support solution, all the upgrades and backups are handled by the software company.

The main benefit of hosted customer support software is that you won’t have to maintain costly servers to store backups. The software company will take care of data storage. The backup files are stored on secure servers. In this way, you won’t have to worry about data loss in case of a hardware failure.

Another benefit of online helpdesk software is that you can use the software to manage all your customer emails from a single platform. You can monitor past communications, delegate emails and centralize communications with the customers.

Probably the best benefit of online customer support software is that you will be able to integrate the software to your website. The software allows customer service reps to live chat with the online viewers. This takes the customer service to a whole new level.

In the end, the type of software that you choose should meet your customer service requirements and budget. Make sure that you research thoroughly before selecting a help desk software for your company service representatives.