How to Maximize Your ROI on Online Support Software

Compared to the typical overhead costs which go into running a business which CRM or other online support software your company will implement may seem to come at a nominal cost. A symptom of being such a small expense is that the potential company-wide unifying effect this software can have is often overlooked. The return on investment can grow exponentially along with your company.

Modern online support software has the capability to increase operational efficiency and create new revenue building opportunities while simultaneously lowering costs and reducing risks. In the following article, we will discuss some of the decisions and guidelines that go into putting such a system in place.


Make the Right Investment

ROI starts with the right investment. Pick a CRM or other online support software that holistically fits your business size and model. Enterprise Buyers may prefer a system with many arms and functions and the capability to integrate across different departments. Small businesses and startups may simply want to add functions such as centralized tracking of customer profiles and issue tickets submitted. What may be an essential function for a large company can concurrently be a superfluous feature for the small company.

Before settling on software, it is also important to have a vision and forecast of your company’s direction and growth. Check for scalability options so as to have software that can grow with your company. Picking the aptest system will yield the greatest return on your initial software investment.


Quick Integration

A short deployment gives you a more immediate return on your software investment. The quicker the database is up and collecting relevant information the better. Employees can also begin to get accustomed to the software without delay.

Quick deployment is easier now than ever before day with the portable Service as a Software model becoming more and more ubiquitous.


Effective Use of Online Support Software

The primary effective feature of online support software is building a large relevant knowledge base that can manage customer profile information as well as inventory. What this will translate to is better customer service by equipping your service agents with all of the relevant customer information at their fingertips.

Reduced time to issue resolution means the same agents can reach more customers. Efficiency yields revenue. Analytics and reporting on team performance and customer satisfaction lead to increased accountability and constructive review.


Pick a Partner, Not Just Software

Strong Customer support with a software company is an important decision to factor in before implementation. Having a direct funnel to automatic updates and bug resolution is invaluable should your software begin to hiccup.

The ideal company will offer multiple avenues of training and customer support. Responsive and helpful customer service can assist to expedite your employee onboarding process.

Another useful vendor attributes to look for would be provided analytics and reporting of the software usage so that incorrect or lack of use can be addressed.


To recap, maximizing your ROI on online support software starts with doing the proper research before investing. Who you elect to work with should provide the effective solutions your company needs right away in the short term as well as the scalable adaptability to grow with your company in the future.

Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.