Alternatively, free, proprietary call centers are usually easier to set up and use. However, since they typically don’t offer the same level of customization or flexibility, you may need to spend more time adapting your processes to fit the system, rather than having the system adapt to your processes.
Safety
Security is a big issue in terms of cost. Security breaches can have devastating financial consequences for businesses of all sizes.
For example, in 2014, the Heartbleed flaw cambodia mobile database was discovered in the OpenSSL cryptography library, an open source project. This flaw could have allowed attackers to read the memory of systems protected by vulnerable versions of the OpenSSL software. In 2017, the Equifax data breach occurred due to a vulnerability in the open source Apache Struts framework.
Security can also be an issue with free proprietary systems. While they may not be as vulnerable as some open source systems, they may not offer the same level of security features as paid systems. They may not offer two-factor use sms marketing campaigns for lead generation authentication or encryption. In contrast, LiveAgent’s free call center software provides HTTPS and SSL encryption, making it a secure option.
What is ROI?
Open source help desk solutions offer a cost-effective solution for businesses, but the return on investment (ROI) may not be as high as using a free, feature-rich proprietary system. Let’s use LiveAgent’s free help desk software as an example here.
It provides a comprehensive set of features beyond the basics. It supports multi-channel communication, allowing businesses to manage records from email, customer forums, and live chat in one place.
You can also enhance your free record publishing software with features like custom fields, record history, internal record publishing, real-time dashboard reports, and more.
All of these features can significantly improve customer satisfaction and operational efficiency, leading to a higher return on investment (ROI).
While open source systems offer flexibility and cost savings, the time and resources required for customization and maintenance can b2b reviews outweigh these benefits. In contrast, free, proprietary help desk software, such as LiveAgent, provides a ready-to-use, feature-rich solution that can deliver a higher return on investment (ROI) by improving customer service and efficiency.
Is it the right choice for you?
Depending on your specific needs, choosing an open source help desk system is a good idea. With its many advantages, an open source help desk ticketing solution can be useful for smaller companies and startups that have highly skilled software engineering staff.
On the other hand, there are certainly times when using a free proprietary help desk system like LiveAgent makes sense. If you don’t have the resources to update and maintain the system in-house, a free proprietary help desk software can provide the basic functionality you need without the added cost. It’s also a good option if you’re just starting out with a help desk system and want to try out different options before committing to a paid solution.
LiveAgent offers a 30-day free trial, which gives you the opportunity to try out the fully-featured software and see if it’s a good fit for your business.