You would hope, but that is a macro decision that rarely gets into the details of the tools themselves. I've been C level at two tech companies that both grossed more than 70m annually and served tens of thousands of customers. In all cases at both companies the decisions made on SW tools were about cost, ROI, ease of migration/implementation and what present pain the tool solved at the exec level. "Will our support people be more efficient with this tool" and similar questions never ever came up. We migrated from ZenDesk to ServiceNow for support ticketing and the decision mostly hinged on the integration with Salesforce and the TCO, not on the functionality of the tool itself.