Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality.
The risk of embarking on large projects often exposed decision-makers because they would be held accountable for failure. If they had to make a choice between proposals from different vendors, going with the giant in the room seemed like a logical, safe choice to ensure success.
Understandably, when big investments are involved, established names may look like the safest bet, but this isn't always the case. In this article, we discuss the advantages that lesser-known tech product and service providers may be able to offer.
A personal edge
Big players have a huge customer base that places a high demand on their capacity to deal with queries or offer personalized solutions.
With small SaaS companies, you can build a close relationship with your account manager or dedicated service team. This means that every time you contact them, they'll have a deeper understanding of your operations and the ability to process your tickets with greater efficiency.
Smaller companies are usually far more invested in their interactions with you; they'll put in the effort to make personal visits, if necessary, or dedicate more time to your query to ensure that you're getting all your needs met.
Have a voice in how the product works
Newer brands are always looking for ways to differentiate themselves. This means that they value your opinion a lot more and will be willing to consider your suggestions when it comes to customizing or enhancing their solutions to fit with your industry or requirements.
Sure, big guys have feedback forums and collect data from mass surveys, but implementation is slow, and pricing models are often complex and inflexible. Underdogs will always look for the most feasible way to help you out by dialing into your particular needs.
For example, Occam's Experience Testing System (ETS) doesn't tie you into a long-term subscription commitment. Our usage-based pricing means you can get immediate results without subscribing to a time-specific contract.
Another stumbling block to your agile contact center goals is that once legacy brands are part of your infrastructure, they make it very difficult for you to integrate with other, more innovative products that don't fall under their umbrella.
Current global events have highlighted the importance of being sensitive and responsive to your business environment. Your ability to adapt and make real-time decisions is often largely dependent upon the infrastructure and service providers on which you rely.
Small scale SaaS companies can pivot much faster in times of change. There's usually less bureaucracy in the way of their product development strategies, and cross-trained employees take a more innovative approach to affecting change with smaller budgets. Since they're naturally risk-averse due to relatively smaller financial contingency cushioning, they'll work faster to deliver better results for your contact center.
Make the right decision
For individuals responsible for the selection of software vendors, there's an added layer of job security that comes into the equation. No one wants the burden of bringing a software solution into the business that may be met with resistance or prove to be ineffective. There is an inclination towards thinking that big brands provide more reassurance and therefore stakeholders are less likely to question the spend or direct any frustrations at the purchaser if the product doesn't live up to expectations.
While this is a logical stance, it's also very limiting for your call center's improvement and development capabilities. Carefully selecting a new but reputable software solution for your business could improve the level of service you provide to end-users and help to distinguish you from competitors who get sucked into the homogony of big brands.
For new organizations, exploring and adopting the latest technologies offers a certain kind of freedom and opportunity that more established enterprises often can’t take advantage of. This is because they’re usually tied into costly and rigid legacy systems. If you’re new on the scene, building your platforms using current methodology and technology will set you up for a more agile and flexible approach to expansion and growth.
Next time you're shopping around for a software integration to tackle a challenge or enhance your user experience (UX), venture out of your comfort zone and explore the wide plethora of innovative new solutions on the market. You'll not only achieve more with your budget, but you may also claim all the kudos for making a significant improvement to your call center's capabilities. To make sure you're choosing the best technology for your business, always read the reviews, ask to see case studies, and check out the vendor's free demo to check the UX and feature benefits you’re signing up for.