The benefits of implementing a help desk system include:
- Improving the face of the organization through quality Customer Support
- Customer referrals are directly proportionally to quality Customer Service
- Efficient Service order and Project Tracking
- Proactively address customer concerns, before problems arise
- Historical tracking of Customer issues
- Use helpdesk customer database as a marketing tool for business expansion
Help desk applications can reduce call center business expenses by 20 percent or more.
- Primary cost savings are seen from help desk automation of company workflow.
- Active trouble tickets are easier to enter with the new help desk software. Tickets are automatically routed to the appropriate support agent.
- Assigned workflow frees up customer support agents and customer calls are answered more quickly.
- Today's help desk applications can resolve 80 percent of support or service calls in under one minute.
A reliable help desk solution is a fundamental core of successful customer relationship management. Selecting the right help desk and support tracking software is critical. The right solution will save a call center multi-thousands of dollars in customer support costs, function for years to come, and provide your business with cutting edge CRM software for obtaining and retaining customers.
What is a Help Desk?
A call center help desk system organizes reports on, and manages customer service and support issues. The help desk is an integral part of customer service since it brings all of a business's resources together to address a customer need. Help desk users may be internal or external. Therefore the software functions are critical for both internal management and superior customer support.
What are the Functions of a Help Desk Application?
- Advanced helpdesk technology allows support departments to record, track and resolve support requests in a controlled environment.
- Web based help desk solutions enhance the eCommerce and provide after sale support.
- The software records all actions in the sales and support process.
- A software knowledge base exists for past calls/ web contacts providing historical customer data for improved future CRM.
- Audit trails can be visibly documented on all issues and contacts.
- The system identifies support/ service issue trends and improves customer contact re. services and products.
- A logging system containing all support requests, enabling management to review employee help desks performance in managing customer care.
Help Desk software solutions can be deployed on either client networks, client/server systems or a remote web host. Thorough project documentation with customization needs will ensure a smooth launch of your new help desk system. Outline all customized functions such as the defining of user screen elements and call center agent workflow distribution.
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