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Help Desk Software Program
Do you run or manage a business? A large multinational, high tech corporation, with thousands of employees and offices spanning the globe? Or a small community-based repair shop that has maybe five employees? There is one thing every business has in common. Customers. Every business needs customers in order to survive. To get customers, you need a quality product, and an effective marketing campaign. But if you want to keep those customers, you need a helpful, reliable, and efficient customer support department. That's where a help desk software program comes in, and it's where Help Desk Software Central can help!
A good help desk program can
If you manage a help desk department, and your staff is working without the most state-of-the-art help desk software program, you are wasting money. The best help desk software program, keeps accurate details regarding every possible aspect of the customer service industry. Some of the main features include organizing and tracking customer service tickets, and fully customizable databases. That's what sets some help desk IT software ahead of the rest.
In brief, what this means is first, all customer calls are automatically queued and can be ordered based on the nature of the calls. They can then be transferred and handled by the staff most qualified to handle the specific issue. Also, customer inquiries that cannot be resolved in the course the phone call, or require follow-ups, can be listed in the database with automatic reminders to ensure that they are handled.
Track every customer detail
The databases can also keep track of every customer and every issue. Notes can be stored regarding the more common questions, and can be accessed by every employee. This means that recurring issues can be effectively handled by any staff member at the click of a mouse. Watch the average time of your customer service calls decrease dramatically, allowing your customer service staff to handle more customers. And these are just a few of the features of a good helpdesk software program.
Just remember that proper ticket tracking is a key feature of a good helpdesk software program. Ticket tracking is an important tool for keeping detailed and proper records of customer service calls, specifically "who," "why" and "when". It should automatically log the date and time of contact as well as more detailed information regarding the nature of the inquiry.
The databases should also be customizable. That way any relevant information can be added and stored to be used or analyzed to make future calls easier to handle. Also, a customizable database can make the logged information easier to analyze. If you can store information based on each recurring issue, or customer this makes the information more specific. So when a customer or service employee takes a call from a customer who was called before, all relevant information is there in the service rep will have all of the customer history that they need.
Features such as these may increase the cost of the help desk software program, but they will also decrease the time it takes for the software to pay for itself. If you are thinking of trying a freeware help desk software system, you may want to think again. On average, Help Desk Software Central customers find that the increase of profits resulting from the implementation of our help desk software program covers the cost within the first year. After that, it's all profit.
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