Help Desk Software Central

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  Knowledge Base Software

While it is vital to offer expensive customer service support for any questions or help that your customers may need, it doesn't take long before your customer service support staff gets bogged down answering simple, basic questions time and time again. And if your customer support staff is spending time dealing with these kinds of questions, that's billable hours spent answering those simple questions that would be better off used for serious problems, or for promotional campaigns.

Helpdesk Software Central has recognized this problem and offers knowledge base software to solve it. Let's face it, it doesn't take long for your customer service support staff to answer the majority of customer inquiries that they are faced with. Add up the average customer wait time on hold, standard greetings and the time it takes to listen to the problem and compare that to the answer itself. You'll notice that approximately 90% of the entire call is actually spent setting up the question only to provide an answer that could easily have been provided on a website.

  Stop Wasting Time Answering Simple Questions

When a professional customer support representative answer one of these simple questions, it seems so simple to the customer, that they’ll often repeat the answer given to them in a sense of disbelief. More time wasted. It doesn’t seem like much, a phone call that takes maybe a minute or two, but compound that over the course of thousands upon thousands of calls just like that one. The savings may shock you!

Imagine if instead of making customers call in to answer these questions, you added a knowledge base software database that is easy for your customers to access, and which also answers all of the most common questions that your customers have.

You may think to yourself that your customers might prefer speaking to person instead of having to search your website for the answer, but consider this. Most customers asked will tell you that what they hate more than anything is being on hold for too long. And when 80% of your customer calls are 90% a waste of time, and the 10% simple answer – answer over and over again, odds are your customers are waiting on hold for longer than they’d like.

To satisfy your customers you can either hire enough support staff to answer all of these questions in a timely fashion, a feat that will end up costing you enough money to sink your company, or you can utilize our knowledge base software. And if seems the more appeasing of the two, read on!

  How knowledge base software can work for you

Wouldn't it be better if you could take all of those easy questions and simple answers and make them available to your customers in a way that's easy for them to access? Helpdesk Software Central understands this and offers knowledge base software that lets your customers find out what they're looking for with a few clicks on the mouse, giving your customer service support staff more time to deal with more difficult questions.

Our knowledge base software is fully customizable and very easy to use for both your customer support staff, and for your customers. Start saving money today by contacting Helpdesk Software Central and get our knowledge base software working for you.

To learn more about knowledge base software, click here. To order a free demo CD, click here.

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EDS Chooses IssueTrak
Help Desk Software

For a VOIP infrastructure project involving 600 locations around the world, EDS needed a robust, Web-based issue tracking system. Their choice after looking at over 40 packages? IssueTrak. Read other case studies below...

Case Studies of companies currently benefitting from IssueTrak Help Desk Software

Incoming Email
Available Now!

In response to customer feedback, IssueTrak has developed a new add-on module that converts incoming emails into manageable issues in the IssueTrak database. (continues over)

The new email processing module from IssueTrak.