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Internet help desk – lending a hand

Buyers spend too much time sifting through spin, reading outdated analyst reports, and sitting through endless meetings. After all this, buyers still lack confidence in their choice of technology and most projects fail to meet their expectations. Proponents of software review platforms advocate for the collective power of trusted peers when evaluating software technologies. To them, the current approach to buying business technology is broken.

What's a business to do?

That idea of capturing collective wisdom is not foreign to Gartner either (a traditional but not slow-moving firm). In 2015 Gartner bought three internet sites (SoftwareAdvice.com, Capterra.com, and GetApp.com) that assist small businesses in finding and buying business software. We know small business software buyers highly value user reviews in their decision making. It makes sense that sites trying to help businesses buy software will look to accumulate reviews as part of their content for:
  • small business leaders who are looking to buy business software
  • completely data-driven with no analyst interpretation
  • being heavily influenced by user reviews

Don't recreate the wheel

The FrontRunners for Help Desk Software products was recently updated for January 2017. Zendesk is in the Leaders quadrant with the top overall spot based on high Value and Capability scores. This type of data-driven assessment identifies products in the help desk software market that offer the best capability and value for small businesses, and positions products relative to peers in the market. It’s another way to help small business buyers avoid hidden risks, get an accurate picture of the likelihood of success, and start the vendor selection process.

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