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Call Center Software by Help Desk Software Central
If part of your job description includes management of an IT technical staff or customer service department, then you’ll know first hand the difficulties that can be encountered in the field. Customers with limited knowledge about computers phoning in expecting a tutorial about how to install recently purchased hardware, software or even how to use the computer itself. If you want to keep your customers, then you want to keep them satisfied, and your customer support staff is your front line in reaching this goal. If their job is made easier, then obviously keeping your customers satisfied also becomes easier. That’s where call center software comes in.
The Call Center Nightmare
Customer: There is something wrong with my computer.
Technician: Do you know what the problem is?
Customer: No, I don't know much about computers.
At this point the technician may ask the customer if they can identify any symptoms of specific problems. Occasionally, this works. But usually it's a recipe for mutual anger. If the technician cannot ascertain the problem using this technique, they then follow the list of usual troubleshooting options. In some cases, the technician is required to offer solution 'A' with the understanding that the customer will try it (assuming that they can understand the directions properly), and then call back if the problem is not resolved. This can go on for quite a number of potential solutions. As can be understood, this takes a lot of time and every second of that time costs money. With call center software from Help Desk Software Central, this scenario can be eliminated.
Our call center software features remotes access. This means that a technician can effectively control the customer’s computer to carry out all necessary functions. What once could have taken several lengthy calls, can now be solved in no time. Best of all, the technician can explain the procedure to the customer as they carry it out, so that the customer can watch what's happening and can have the significance of each step explained. Our studies have shown that customers are far more likely to understand what is going on when they can visualize what's going on, and this means less chance of them calling back.
There are many call center software programs available on the market today and if you are finding that making the right decision is proving difficult, here are a few key things to keep in mind.
Is it user friendly?
Is it cost efficient?
Do they offer a free demo?
Get your office organized with call center software from Help Desk Software Central today.
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