Why Do Companies Switch Customer Service Software? Top Reasons Explained

Let’s be clear: businesses embrace the customer requirements or go dark. When the tweaks of the workflows bring no joy, the migration to another help desk software can improve the low-downs.

A company will change the customer service software they use at least once throughout its existence. Our experience tells us that companies who have been for 3-5 years on the market switch out the software every year or two. In some cases, companies can change their service software 3-4 times a year until they find a perfect match.

Top 3 Reasons Companies Switch out Their Help Desk Software

#1 Upgrading from Email to Customer Service Software

Not all businesses start using help desk software from the very beginning. For many, customer service begins with a shared email inbox. An early-stage startup or a small business that’s just starting might not have the budget for a full-fledged customer service software.

We’ve worked with companies that managed to run their customer service over email for years until they decided to implement a help desk. But, in the end, email was designed for individual use. So, there comes a time when enough is enough.

#2 The Feature-set no Longer Satisfies the Needs

Over time, companies outgrow the software they use. This can show itself in many different ways. For instance, you might find it hard to customize the software because it doesn’t cater to the needs of companies of your size. Or the software doesn’t integrate with all the tools used to run business operations.

Finally, as mentioned above, customer needs are ever-changing, and new technology comes out to satisfy those. When you can’t implement a new approach, the software becomes a limitation to its growth, which means that it’s time to find a better solution.

#3 Getting More Bang for the Buck

This one goes hand in hand with reason #2. When the software doesn’t meet your needs, it automatically becomes too expensive. Because you don’t get the features that you need, and likely, paying for the features you don’t need or use. So, finding a more cost-effective solution makes sense.

Other than that, software providers change their pricing from time to time. As a result, the software that once was affordable quickly becomes a burden.

But That’s not It...

Though the above reasons are the most common, the list would be incomplete if we didn’t mention the following:

  • Upgrading from an outdated help desk software to a more modern one;
  • Upgrading from email to customer service software;
  • The software has become too expensive;
  • Switching from a server to a cloud-based solution;
  • Vendors going out of business;
  • Finding a solution that has a better feature-set;
  • Getting software that’s easier to manage or allows more customization;
  • Getting acquired by another company.

Why Zendesk Is a Great Option for so Many Companies

As someone migrating customer service data for five years now, we can tell that Zendesk is the most popular customer service solution. Here’s why.

Many of our customers have found Zendesk reliable in many ways. First off, the company provides a wealth of resources for you to keep up with the latest news and best practices.
Second off, the platform itself is very stable. And if issues happen, the company communicates them very well.

Another thing that we’ve concluded to be crucial for many of our customers is integration capabilities. Service teams often need marketing, sales, and other data daily. The Zendesk platform integrates with a great variety of CRM, Social Media, and other apps. Therefore, you can combine the apps you use for your business operations and pull the necessary data into Zendesk.

Lastly, Zendesk is easy to administer. It’s unlikely that you face any issues setting up channels, permissions, etc.

How to Move Your Data to Zendesk

Zendesk has one of the best in class APIs, and you can use it to migrate data from many sources. However, you need a tech engineer and maybe a few more people to run the migration project internally.

Manual customer service software data migration can pose many challenges: downtime, compatibility issues, mismatched data. The list goes on. It can take a few weeks or even a month to get things right. That’s a lot of time! Not only this time could have been spent otherwise, in the business world, but time does also cost money.

If Zendesk is on your radar and you wonder how you can effortlessly import your data, check out Help Desk Migration.

In Conclusion

The landscape has changed. New technology enables companies to switch out software easily, opening the doors for new possibilities without compromising workflow, data, and customer relationships.

Zendesk is an excellent choice as very few other tools can offer the level of flexibility and customization that Zendesk does.

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