Posts tagged ‘help desk software’

ZenDesk Review: cloud based help desk software system

Zendesk is a web based based help desk support service (SaaS – Software as a Service) that can be used by any small, medium or enterprise businesses, freelancers, service providers and anybody who is in need of a help desk for efficient customer support, whether they have only one agent handling problems or a large staff. It helps agents answer questions, track issues and streamline interactions. Zendesk’s simplicity of operation, its extensibility and potential for customization and the variety of tools it offers to manage the customer relationship makes it one uniquely proportioned help desk offering in the cloud.

Answering customer questions and resolving issues is a complicated process, prone to glitches that lets customers slip through the cracks. Help desk support provides resources to keep track of contacts, making sure each customer gets the attention required to make sure their experience, and thus their image of the company and its customer service operation remains as positive as possible. It helps customer service agents remain organized and productive by prioritizing their activities and making sure nothing gets forgotten. The best such systems allow queries to reach agents through a variety of communications channels and help the agent leverage resources within his own company to assist the customer.

Continue reading ‘ZenDesk Review: cloud based help desk software system’ »

Online helpdesk ticketing system reviews

help desk systemsHelpdesk software is a program or collection of programs used to manage a company’s helpdesk. Helpdesk software is a must for any company that does business online. Freeware helpdesk software is practically free to use, and many of them have most of the features that are available with other costly helpdesk software. Software applications can not only provide tools for call management, but also knowledge-base management, problem resolution processes, and managing, trouble shooting and monitoring technical assets.

Helpdesks have been traditionally used as call centers. Helpdesks are now fundamental and key aspects of good business service and operation. Helpdesks can provide both internal and external users the ability to ask questions and receive effective answers. Helpdesks play a key role in modern business organizations.Support your customers regardless of your or customer’s location.

Web-based help desk software is simply call tracking software that people use over the Internet or through an intranet. Web-based help desk software is located on a web server and can be accessed in any place with an Internet or intranet connection. Web based software enables a business to grow as it helps potential and existing customers to communicate with the business or supplier and smoothens problems faced in customer service. Web based helpdesk means an interface where the clients are provided help with respect to spam mail, web forms, etc. Service Level management is often crucial to the helpdesk process as a measure of its success.

Selecting a proper help desk software is essential for any company which really wishes to provide best possible customer support. When you have implemented the correct solution, you will see better results because of reduction of response and resolution times, but also increase customer satisfaction rates and customer retention. Select a proper help desk software for your company to maximize your profits and reduce your IT costs.

Continue reading ‘Online helpdesk ticketing system reviews’ »

Top 6 online help desk software tools

helpdeskWhen a company moves their business online, they enter a new world, a world that never sleeps. The days of writing a letter to a company or calling them for help are gone. Clients expect instant service whenever and wherever they currently are. They are equipped with internet-enabled smart phones and tablets and their business never closes.

One of the most fundamental parts of customer interaction is communicating with the client about resolving issues. This usually involved a lot of paperwork and a team of people to accomplish, but not anymore. Customer support software, also called IT help desk software, is here to simplify customer interaction.

Web-based IT help desk software allows clients to save time by avoiding lengthy phone calls made even longer by being switched around from one department to another. Now, a client can submit a set of questions and get along with life while the support staff compile quality answers in a timely fashion. Since the service is email and web-based, customers can submit questions via online forms 24 hours a day, seven days a week.

The majority of customer issues can usually be solved in a matter of minutes. This is where knowledge base software comes in handy. The knowledge base contains articles and instructions that answer a client’s questions or solve his problems without even having to contact the support staff in the first place.

Using the knowledge base is as simple typing in a question or a short description of a problem and instantly getting answers. This feature allows both parties to save time and money while still getting an issue resolved. An employer may open the system to his own employees, which means a more efficient and faster system to handle any internal inquiries ranging from company policy to technical support.

The most important part of help desk software is the automation of work. The trouble ticket software will quickly and easily convert question emails into tickets which allow tracking of each customer’s problems with ease.

This streamlines the whole support process and rules out any chance of mistakes or delays. Also, the customer support software keeps a record of all tickets created, thus providing the support staff with a history of each client’s interaction with the company.

To top it all off, it is possible to simply purchase a web-based software solution from a professional company. This way, the people that know everything about running customer support software are in charge of security, uptime and keeping everything running smoothly.

To summarize, web-based IT help desk software is the product of the future. It allows clients to receive help irregardless of where they are or what time it is. It also automates and normalizes the whole process, saving time and money for all parties involved, while providing a high quality support service to the client and ensuring a long and healthy business relationship.

Continue reading ‘Top 6 online help desk software tools’ »

How to choose the right help desk software solution

help desk softwareFew people who run an online business would claim that they do not mind a small customer base. Trying to grab the attention of more and more people, for positive reasons, is something that many strive for. No matter how hard a company may work to gain attention, it means nothing if they cannot keep their customers happy.

Websites, no matter what they are for or who runs them, may sooner or later run into problems. For example, the web provider that is hosting the site could experience some down time. There could be an error that causes a certain product to become unavailable for a short time. However, not everything that happens is a result of the overall site experiencing an error. In some cases, customers may simply be confused about a certain page or feature on the site. With such a narrow and individual field, help for this customer can be difficult to tackle, making both the company and customer unhappy in the long run.

How can a business give their customers quick and easy assistance without cutting into the productivity of their employees? The answer sits with IT help desk software. With knowledge base software, all a company needs to do is install it, and the support software will help customers when needed. A worker that has to spend most of their time answering phone calls and emails is less likely to be productive for the well-being of the company. With something else to handle it for them, they can get back to what is important for them to accomplish.

Continue reading ‘How to choose the right help desk software solution’ »

Help desk software solutions. Support ticket systems.

Internet access drives the modern economy. Where true global reach of products and services was once a distant goal of industry leaders, it is now commonplace. As the Internet continues to saturate the everyday life of more and more people, this trend will only accelerate exponentially. But with growing productivity, you get growing customer support needs. Can your support staff handle an influx of callers on top of what they’re already dealing with?

Of course, a handful of support professionals cannot provide support to millions of customers. However, as the Internet has reinvented the way we do business, it has also reinvented support. Instead of requiring direct contact, many customers are realizing the benefits of online help desks. These services are provided over the Internet, often free of charge, and assist customers with whatever support issues they are having. This movement to provide service on the Internet is a part of a larger movement called cloud computing, and both help desks and cloud computing have demonstrated business benefits in non-traditional means.

The help desk software industry is one of the fastest growing sectors in the computer software industry. As companies of all sizes across the globe continue to realize the importance of cultivating long-lasting relationships with their clients through increasingly technical media, this industry is poised to grow well beyond the hundreds of help desk software solutions that are already in existence.

For small and large companies alike, choosing the right software solution is the key to providing outstanding customer service and support. In many cases, help desk software also provides internal team members with an effective way to communicate with one another about internal and external issues, while also allowing them to measure their effectiveness when responding to various types of client issues.

For many companies, the process of selecting help desk software is a major cause of stress and the final decision often comes after many months of deliberation. Usually, this is due to the wide variations in available features across products and the lack of a clear understanding of which features will best suit the company’s needs. However, this process can be made much easier by gaining an understanding of the help desk industry and how each solution approaches the task of creating a transparent flow of information between both staff members and clients.

Continue reading ‘Help desk software solutions. Support ticket systems.’ »

Welcome to our new blog

This is our first blog post. will keep you updated with the latest news about web based applications. Our site will include product reviews and comparison charts of major online applications. We will focus on several categories:

  • Survey software
  • Project management software
  • Help desk software