How customer voice
drives business

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Help Desk Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Help Desk Software Help desk software assists customer support teams in managing and automating their processes. Customer service representatives and managers use help desk software to communicate with customers, organize and route support tickets, and create self-help knowledge bases. These products may also include social media integration, which helps organize customer service responses to direct messages, Tweets, and Facebook posts. Other common features include customer self-help portals, public Q&A boards, internal knowledge bases for agents, and customer polling. When evaluating help desk software options, buyers should consider their customers’ expectations and how well those expectations are currently being met. Are they comfortable using self-help options, or would many of them prefer to speak to an agent first? Are customers consistently frustrated or happy with their experience in certain […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for IT Service Management (ITSM) Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. IT Service Management (ITSM) Software IT service management (ITSM) software helps IT departments manage their work. Technicians and managers use ITSM software to track incidents, define change management processes, and document common issues and known fixes. ITSM solutions often also include customizable dashboards and reporting tools, giving users a variety of ways to view and understand important IT information. ITSM software is similar to help desk software, but the two are different in several important ways. ITSM products are primarily designed to be used by enterprises to service internal IT needs, whereas help desk software is focused on supporting a business’s external customers. To this end, ITSM software includes features like configuration and change management, but may exclude features like social media integration. Some vendors offer […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Low-Code Development Platforms. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Low-Code Development Platforms Low-code development platforms enable businesses to create simple applications without needing technical expertise. These products abstract away some aspects of application development, allowing users with little to no programming knowledge to quickly build applications to solve business problems without in-depth training, extensive debugging, and code review. Often, low-code development tools have a drag-and-drop UI with connectable components, encouraging experimentation and giving a visual overview of the program’s flow. Many products allow advanced users to add custom code to the application, enabling programmers to add custom functionality to an application. Most low-code development platforms also include third-party integration components, multi-platform deployment tools, security and encryption options, and application performance monitoring. Buyers considering low-code development products should consider how many people will be working together to create […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for VoIP Providers. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. VOIP VoIP providers offer technology that allows voice and other communication to be transmitted over the internet rather than over traditional telephone infrastructure. Businesses use VoIP solutions to communicate via telephone, video conferencing, and live chat. Common features of VoIP solutions include video and audio conferencing, interactive voice response (IVR) capability, call screening and recording, voicemail systems, and mobile access. Some providers may offer advanced features like integration with CRM systems, internet faxing, and ring groups. VoIP systems are often a component of comprehensive UCaaS solutions, which are intended to cover all communications needs for large enterprises. Some vendors offer both point solution VoIP tools and end-to-end UCaaS platforms. Buyers of VoIP systems should consider their security and remote communication needs. Some businesses may need support for remote workers […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Functional Testing Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Functional Testing Tools Functional testing tools are used to test in-development software to ensure that the software meets functional requirements or specifications. In functional testing, each function of the software is given an input, then the output is examined to see if it matches the expected result. Most software products, however, have a large number of potential inputs, making manual testing infeasible. To solve this problem, development teams use testing software to automate the testing process. Some functional testing products are straightforward test automation tools. Other vendors offer a more comprehensive testing solution, giving users access to testing infrastructure and management features in addition to the testing tools themselves. Buyers considering functional testing products or services should evaluate their available knowledge, time, and financial resources. If team members […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Predictive Analytics. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Predictive Analytics Predictive analytics is the use of data, algorithms and machine learning to predict the likelihood of future outcomes based on historical data. While predictive analytics platforms can be very complex products and require advanced skill sets in order to use them effectively, in the hands of skilled data analysts and data scientists, predictive analytics can be an extremely powerful tool. It can, for example, calculate customer lifetime value for a given customer; estimate sales projections for the next quarter, or predict what product an online shopper is likely to purchase next. Predictive Analytics tools are strongly related to Business Intelligence, and they are sometimes considered as part of the BI universe. The distinction between BI and predictive analytics is that BI is usually considered descriptive, i.e. looking […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Data Center Backup Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Data Center Backup Software Data center backup software protects important data for businesses by copying it to a secure remote server. Companies use these products to create cloud backups of data from databases, physical and virtual servers, infrastructure platforms such as AWS, mobile network endpoints, and enterprise-wide applications. Most data center backup solutions feature platform-agnostic recovery and restoration tools, bacup testing and verification, change tracking, deduplication, file compression and encryption, and scheduled data snapshots. Some products are agentless, allowing them to back up data without running a background process on each machine. Buyers considering data center backup software should make certain that their choice can back up data from each source that produces data in their business. If a solution is missing critical support for certain devices, […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Workforce Management Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Workforce Management (WFM) Software Workforce Management (WFM) Software focuses on timekeeping, scheduling, and tracking employees so that they can be utilized effectively and efficiently. WFM software is primarily used by organizations with large, distributed workforces, where employees work in shifts. Some of the key features include time and attendance tracking, labor scheduling, compliance monitoring, leave management, and staffing optimization. Though standalone WFM solutions are available, nowadays it is more common for these features to be delivered as part of a human capital management (HCM) suite. In an HCM suite, data flows between HR, talent management, and WFM modules, to track employees in a more holistic way and surface more insights for management. Be sure to consider your specific needs when evaluating WFM options. Industry regulations, the size and […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Remote Desktop Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Remote Desktop Software Remote desktop software allows users to view, operate, and troubleshoot a computer without direct physical access. These products are most often used by IT teams and individual contractors to provide training, troubleshooting, and other assistance to other employees or customers. Depending on their level of access, remote users can watch as the local user performs a task, take control to demonstrate tasks or attempt fixes, and install or remove software. Other common features include remote power-on and wake capability, access to unattended devices, file-sharing capability, registry management, instant messaging, and remote access from mobile devices. Although remote desktop software is commonly used for IT purposes, it is also used by both individuals and businesses for sales demonstrations, computer usage monitoring in schools, and web conferencing. […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Construction Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Construction Software Construction software manages the different steps of the construction process. Professionals use these products to plan, manage, and execute construction projects. One thing to note about construction software is that some products will focus on one area of the construction process, such as takeoff and estimating, bid management, project design, project management and scheduling, cost accounting, field services, or on the job safety and reporting. Other products may cover multiple steps in the construction process. Large construction software platforms are often capable of handling entire projects from start to finish. Common features of these platforms include plan distribution and viewing, document sharing, timecard systems, building information modeling (BIM), issue tracking, jobsite reporting, and job costing. Alternatively, point-solution products offer tools designed for specific phases in the construction […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Firewall Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Firewall Software Firewall software, or firmware, allows companies to control and filter what types of information can be transmitted across a network. It does this by enforcing a set of rules about what types of data is allowed to flow in and out of the network. Firewalls help companies prevent against viruses and other cyberattacks, ensure company personnel are not able to share sensitive information outside the network, and can be used inside the network to block access to certain websites, such as social media and gaming sites. The two main types of firewalls are host-based and network-based. Host-based firewalls need to be installed on the individual servers that control inbound and outbound traffic, while network-based firewalls can be built into the infrastructure of the cloud itself, or offered […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Security Information and Event Management (SIEM) Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Security Information and Event Management (SIEM) Software Enterprise data centers generate enormous amounts of plaintext log data from applications, firewalls, virus filters, and other system. Although these logs often contain critically important security information, the sheer volume of data makes it infeasible for human analysts to process them. SIEM software solves this problem by aggregating, correlating, and analyzing the data from these log files. It then identifies important events and potential network security threats. By providing quick access to relevant log information, SIEM software enables security analysts to better respond to attacks, prevent future attacks, and comply with data security regulations. Common features of SIEM software include data collation, correlation, and normalization; integration with identity and access management tools; customizable dashboards and data views; […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Contact Center Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Contact Center Software Contact center software helps companies manage high-volume incoming and outgoing customer communication. Customer support teams and call centers use contact center software to quickly and efficiently direct customers needing assistance to agents who can help them. This software commonly includes features such as call routing, caller validation, interactive voice response (IVR), call scripting, call recording, quality monitoring, KPI tracking, and report generation. Some products also support multi-channel communication and aggregation of data from voice, email, SMS, social media, and live chat communications into a single customer record. Before purchasing contact center software, buyers should consider their primary communications channels. As text messaging and social media communication rise in popularity, it becomes more and more important for call centers to support a variety of channels – […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for NoSQL Databases. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. NoSQL Databases NoSQL is a specific database architecture that allows users to store and file data faster than they can with traditional relational databases, which use Structured Query Language (SQL) as the data querying language. Unlike relational databases that store data in a tabular format, NoSQL databases are compatible with multiple data models, and are therefore better suited for use in large distributed environments. Different types of data models used by NoSQL databases include: document databases, graph databases, key-value databases, and wide-column stores. Some common features and benefits of using a NoSQL database include a less rigid data structure compared to  relational databases, making them easier to manage; allowing users to transfer larger quantities of data into the database, thus being more scalable; and the ability to handle large […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Integration Platform-as-a-Service (iPaaS). The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Integration Platform-as-a-Service (iPaaS) Products The difference between iPaaS technologies and older integration technologies are twofold: Firstly these are cloud native products that are lighter-weight and delivered via the cloud. Secondly, iPaaS technologies are relatively simple to use and are frequently purchased by line-of-business organizations rather than the IT department. Enterprise platforms with a broad range of capabilities tend to be more difficult to use than products designed for small companies. It is vitally important to understand what level of complexity your user base will be able to handle before selecting a product. Some products require coding abilities, at least for some tasks, while others are designed for citizen integrators or business users with limited or no technical abilities. Here are the winners: IFTTT IFTTT is a free software platform […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for CPQ Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Configure, Price, Quote (CPQ) Software Configure, price, quote (CPQ) software is a sales acceleration tool designed to generate quotes for various product configurations based on specified rules. CPQ software is often used by Sales teams to deliver accurate quotes to customers quickly and maintain pricing consistency across sales reps and teams. Most CPQ software is based around a rules engine that accounts for supply, pricing structures, and customer information, tailoring quotes for individual situations. Along with the rules engine, CPQ solutions often include product configuration systems, which automate the process of building product bundles and applying discounts and exceptions. Other common features include CRM integration, manual pricing adjustment, credit checking, e-signature capability, and customer self-service systems. Buyers considering CPQ software should consider the level of product complexity they need […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Customer Success Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Customer Success Software Customer Success Software is designed to help companies decrease churn and increase upsell. The goal is to get visibility into the status of customers’ relationships with your products and services, and keep them engaged. Customer Success Software centralizes customer data, and analyzes that data to identify potential problems and opportunities. It also helps manage communication with customers. Some tools recommend or facilitate manual outreach. Others send automated messages based on product usage and other customer attributes. This helps customer success managers (CSMs), account managers, and support professionals stay organized while handling more customers at a time. Features, integrations, and cost vary widely. If you’re evaluating different options for customer success software, be clear about your use case. Do you need an end-to-end solution for customer […]

TrustRadius Top Rated Today, we awarded the 2019 TrustRadius Top Rated badges for Nonprofit CRM Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer. Nonprofit Constituent Relationship Management (CRM) Software Nonprofit Constituent Relationship Management (CRM) software organizes and centralizes constituent data for nonprofit organizations. Constituents can include donors, staff, volunteers, event attendees, board members, and sponsors. Nonprofits use these products to help raise funds, manage pledges, send marketing emails, and review metrics. Nonprofit CRM software may also include collaboration features, analytics and reporting tools, workflow and task assignment, and finance management capability. When evaluating nonprofit CRM software, buyers should consider their budget, including how their constituent size will impact the price of each solution. Some products have a user limit per tier, while others charge on a per-constituent basis. It’s also important to evaluate the organization’s expected growth rate. If the organization plans to expand heavily in the future, make sure to […]

We are hearing a lot about the customer experience these days – and the idea is here to stay. The only way a company can give customers a great experience is through knowing their preferences first. Of course, every company is going to have different customers with a different set of motivations and expectations. Customers in all fields are experiencing similar large scale changes in technology and purchasing patterns.   Every year we see new trends emerge as technology evolves and buyer journeys shift. We are now well underway into 2019 — it’s time to look at where customer preferences are heading. Omnichannel Experiences Make Customer Experiences Seamless Customers expect businesses to keep up with their reality—they can find reviews, marketing content, and competitor pricing and inventory across all their devices. They expect to see these things in-store as well. B2C customers both “showroom” and “webroom shop,” meaning that they either look at products in-store and then make an online purchase or vice versa. Customers want the best prices and quality of products, but they also want their digital and physical worlds to interact. Companies that integrate these customer realities together give customers a better experience. Omnichannel shopping is when […]

Finding talent today can be quite the feat. When a job listing is posted online, hundreds of people will see the listing and apply even if they aren’t qualified. Filtering through all these resumes can be a headache for HR. This is why companies use an applicant tracking system (ATS). ATS and recruitment software solutions have changed how HR approaches the entire hiring process — making every step simplified, collaborative, and effective for finding the best employees for your company.  What is ATS Recruitment? ATS recruitment is the use of software to help streamline the recruitment and hiring process. ATS solutions help companies post job listings, monitor applications, and communicate with other team members. These solutions help HR teams gather, screen, and store thousands of resumes. When it comes to tools that facilitate recruitment and hiring, there can be some blurring of the lines between different software terms. Fortunately, ATS and Recruitment software can be mistaken for each other, but at the same time are morphing into one. ATS traditionally refers to job posting, filtering through resumes, and tracking applicants through the hiring pipeline. Recruitment software refers to modern, all-in-one software suites that include these features plus scheduling, email marketing, […]