SlideShare a Scribd company logo
Strengths
 Easy to set up and implement, no complex macros and
training manual required
 Help desk solution where conversations with customers look
like normal email threads
 No ticket numbers, auto replies and other ugliness that makes
clients feel like they are a ticket.
 Easily create step-by-step articles and tutorials to help
customers 24/7 and keep support requests to a minimum.
 Costs a fraction of traditional help desks.
Weakness
 No social monitoring
 No SLA management
 No Mobile user support
 No Customer Self Service Portal
 No Feedbacks and user requests
Opportunities
 Support industry is growing at a fast pace, redefining the age-old
support mechanisms.
 Currently catering only to small and medium enterprises. Should
be able to lure in the bigger firms.
 Criminal pricing by the main players in the helpdesk industry could
be used as an advantage.
 Customers continue to grow increasingly tech-savvy and
expectations are high all the way around.
Threats
 The amount of new players that entered the help desk arena is
enormous.
 Market leaders are adding new features and integrations at a
very fast pace.
 Social image had taken whole new precedence. Public rants in
facebook, twitter etc are proving too costly.

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Helpscout swotslides

  • 1.
  • 3.  Easy to set up and implement, no complex macros and training manual required  Help desk solution where conversations with customers look like normal email threads  No ticket numbers, auto replies and other ugliness that makes clients feel like they are a ticket.  Easily create step-by-step articles and tutorials to help customers 24/7 and keep support requests to a minimum.  Costs a fraction of traditional help desks.
  • 5.  No social monitoring  No SLA management  No Mobile user support  No Customer Self Service Portal  No Feedbacks and user requests
  • 7.  Support industry is growing at a fast pace, redefining the age-old support mechanisms.  Currently catering only to small and medium enterprises. Should be able to lure in the bigger firms.  Criminal pricing by the main players in the helpdesk industry could be used as an advantage.  Customers continue to grow increasingly tech-savvy and expectations are high all the way around.
  • 9.  The amount of new players that entered the help desk arena is enormous.  Market leaders are adding new features and integrations at a very fast pace.  Social image had taken whole new precedence. Public rants in facebook, twitter etc are proving too costly.