The importance of contact centers is obvious: they are the essential link between a company and its customers. How customers perceive the call center is how they will perceive the company. As a result of attempting to gain and keep their customers and clients, firms, over the decades, have rightly invested countless dollars into having first-class support centers.
Today, however, during a time of increasing economic uncertainty and when businesses need to be as flexible as possible, having an expensive, on-premise call center, equipped with the latest technologies and systems, is more of a liability than an asset. Moving to a help-desk cloud is the practice of the future.
Today, spending countless dollars to revamp contact centers every time new technology is released, makes little sense. Technology, in all sectors, evolves and progresses so quickly, that scrambling to adapt every few months is a lose-lose proposition:
If you do not purchase new systems, you will be stuck with outdated support-software equipment that will cost you efficiency, time, and money
If you do buy new hardware and software, your overhead costs will increase several times each year
In the past, since they could not be scaled down to the small-business level, large enterprises were the only companies that could use such systems. However, now that SaaS (software as a service) is spreading throughout all verticals and industries, any firm can use the help-desk cloud.
SaaS has transformed the business world through changes including: moving CRM and ERP to CRM and ERP on demand. In the help-desk cloud, contact centers are now using VoIP, in addition to other Internet-based communications that cost less than other systems.
nanoRep uses the help-desk cloud to provide a complete, instant, self-service support solution for contact centers. nanoRep is scalable, web-based, help-desk software that includes a Facebook support app
and ticketing system based on a self-learning Q&A and FAQ