Help Desk Software - Improve Efficiency & Customer
Satisfaction
by Anne Sych
Published on this site: April 5th, 2006 - See
more articles from this month
In today's fast paced business scenario managing customer's
requests has become more and more complicated. Call volumes
and customer expectations are high and may exceed what staff
can effectively respond to.
In a typical support scenario the customer would either email
his support request, never knowing if it was received and
when it would be acknowledged, or he might place a telephone
request. Long hold lines or having to leave a message only
leaves the customer feeling more powerless. If the call is
taken first response, often it has to be routed to the appropriate
personnel wasting valuable staff and customer time. And since
few issues are resolved on the first call, support staff is
perceived as providing poor service. Valuable time is wasted,
corporate perception is tarnished and customers are left frustrated.
Enter "Help Desk Software" - today's tool for providing
an efficient way to manage problems or issues, creating an
effective chain of communication. Help Desk Software is a
comprehensive tool that acts a "virtual director"
for routing and tracking issues, so that they can be quickly
and efficiently resolved, conserving support staff time and
promoting customer satisfaction. When bundled with "knowledge
base" functionality, the system becomes a repository
of information for customer self help, and employee information
alike.
Help Desk Software performs as an "online support staff" managing
inquiries and streamlining support processes. And since the
software provides virtually unlimited aid to employees,
even junior level analysts become experts. Problems are resolved
more quickly, existing reps can serve more customers and
employee
training time is reduced.
Typical Help Desk Software Components Include:
- Easy to manage ticket queue that can be set for end user
self help and/or support staff issue management - customers
enjoy finding their own answers without typical wait times.
- Integrated knowledge base to store and build resource
knowledge for self help and employee reference.
- Ability to prioritize requests and/or route to appropriate
personnel across departments.
- Good, trackable problems & resolutions.
- Flexible reporting.
- Accommodate time zone issues to provide international
support.
Other Beneficial Features are:
- Web based operations that can be accessed from any PC.
- Work flow capabilities to automate processes, reducing
manual slow downs or mix-ups.
- Ability to run in conjunction with your current software
environment - there should be no need to reorganize.
- Functionality should fit your organization.
- Scaleable solutions that meet your current needs, while
providing add-ons for future growth possibilities.
- Vendor support - both self help and prompt representative
support.
- Asset management integration.
Help Desk Software has quickly become the most used type
of customer support program around the world, and is a must-have
for any new or existing online business. Making sure that
all your customers' concerns are answered and that they are
satisfied with the service they were provided will ensure
your business's success. Clients are happy - management is happy...this is
definitely a win/win.
Anne Sych, Marketing Manager for Novo Solutions, Inc.
Novo Solutions, Inc., is a software developer in Virginia
Beach, Virginia specializing in Customer Support Software.
Free trial versions of the Novo
Help Desk Software and suite of web-based Customer Support
Solutions are available. Contact: [email protected]
, for more information. http://www.novosolutions.com/
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