Entry Software Corporation

Entry

Help Desk

Online Help Desk Support

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When customers need answers the online help desk is where they turn for support

Managing your business can be overwhelming at times. Especially when multiple customers are requiring attention simultaneously. You can organize messages, answer customer questions, and provide assistance in a timely manner using the help desk. This provides great customer support and keeps everyone happy!

Advantages of online help desk

Online help desk  software support customers that are expressing the need of technical assistance related to computer systems, hardware, and software. This online support is responsible for assistance in troubleshooting, answering questions and solving any problem users might be experiencing. The software works towards organizing questions and issues that may come up, in a nice organized list; making it much easier to manage and assess problems or questions. This allows the help desk operators to find quick solutions for problems that may be occurring and provide answers to the high frequency of questions directed towards them. Help desk operators can also assess these frequently asked questions and assign them to the correct department for answers. This can help distribute work amongst employees to ensure no individual is overwhelmed with questions or concerns. It is important to assign the right employee who can answer the customers questions effectively, to provide satisfaction.

Oftentimes customers have similar questions or concerns when browsing. Instead of answering each individual, help desk provides an option for immediate response to these users. This helps reduce the demand for answers to frequently asked questions while providing support in a quick and easy way. Customers that have unique questions require more than a quick and easy response. With help desk support these questions are organized and directed to an employee in the specific field the question falls under. This allows for proper analysis with the right person, giving the customer the best answer.

Assigning these tasks and problems to certain employees can help generate an effective workplace. The help desk provides a list of assigned problems that need to be completed. Using the list, managers are able to distribute tasks evenly to enhance efficiency. Employees have access to this organized list where they can browse commonly asked questions and unique questions that need answers. This creates a positive relationship between employees and customers. Help desk support is an important tool for businesses to keep your customers satisfied.

 

The Business Benefit of a Service Level Agreement

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Recently I met with a client specializing in the delivery of high-speed internet to residential and commercial customers. I was invited to help develop a customer retention and acquisition strategy.  The firm needed a way to differentiate their company from the competitors so that the clients wouldn’t jump ship when their contract expired.  They also needed a way to attract new customers and felt that the service their company provided was superior to that of the competitors. They asked me my thoughts on this, and I recommended that we evaluate the use of Service Level Agreements to keep clients and to attract new ones. [Read more…] about The Business Benefit of a Service Level Agreement

How Using Help Desk Tools Will Give You a Competitive Edge

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A factor in beating the competition is improving your ability to service clients, quickly and with high levels of success with superb help desk tools.

If you’re using a help desk internally, then the supported team experiences better service. Professional helpdesk systems enable staff to get work done on schedule and on-budget. And if you’re using help desk for external support, you’ll have access to comprehensive metrics, see ticket loads, to engage in a continual improvement process.

To break it down, we’ve listed the ways that help desk tools can help streamline workflows so that you are producing better results:

Centralized Location

Centralized issue tracking systems promote quicker service and reduce duplication of effort; the system tells you who is working on what.

Product and development teams have access to customer service issues and a clear picture of problems to be solved.  This improves software development and helps create better products.

Improve Workflow by Analyzing Trends

Because help desk software tracks metrics such as the average time it takes to resolve tickets, IT managers can analyze detailed reports and identify trends that can prompt you to make adjustments to the workflow and achieve maximum efficiency.

Categorization of Issues

Too often, IT techs get similar issues. Instead of wasting time and effort looking for solutions, they can search for similar resolved tickets in the same category. For example, help desk software such as TeamHeadquarters has problem/incident management function which helps you manage large volumes of tickets relating to a common problem – saving you a lot of time.

Prioritize Issues

Help desk systems allow IT technicians to filter and prioritize issues and address business-critical problems quickly.

Obviously, high severity tickets like a failed server need to be addressed immediately while low priority tickets like a broken keyboard can wait. A help desk system helps technicians simply sort tickets according to priority so that nothing falls through the cracks.

Customer Self-Service Portal

If you want to maintain a tight line of communication between your clients and service staff, an integrated user portal provides a centralized place for customers to create tickets, view the status of their open issues, and close tickets once resolved. A portal reduces frustration on both ends as statuses are accessible, and unnecessary tickets are all but eliminated.

Performance Reports

To remain competitive, your company needs to be on top of things; especially the health of your systems and hardware. Because help desk tools can generate detailed reports, you’ll be able to recognize if your systems or hardware are experiencing issues continually. This provides you with the opportunity to take preventive measures.

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TeamHeadquarters, help desk, and project management software provides your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. Your team and customers benefit from limitless ticketing, problem management, file management, and integrated scheduling and time tracking.

Top Ten Reasons for Helpdesk Management Software

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10. The “crack” that everything falls into is as wide as the Grand Canyon.

You know exactly what I am talking about; the chasm that issues and requests are constantly falling into. If it were not for persistent customers, you would have no help desk at all. New help desk management software would provide you a single location for all requests.

[Read more…] about Top Ten Reasons for Helpdesk Management Software

Optimizing Your Help Desk for IT Healthcare Using a Portal

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Many help desks for IT healthcare service departments are overburdened with the volume of support calls received and find it difficult to streamline the creation of the help desk support issues.

Calls are randomly received in various ways: phone call, email, dreaded voice mail, verbal, or manually assigned via the software. This unstructured call creation process fosters out-of-control call management, impossible call triage management and improper workload assignment. [Read more…] about Optimizing Your Help Desk for IT Healthcare Using a Portal

The Difference Between Help Desk and Service Desk (part 1)

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What is the difference between Service Desk and Help Desk?

Are these terms interchangeable? Knowing the difference, as you search for your next solution, could save you time, money and improve success. In this article, I’ll clarify the main objective of a help desk and service desk, and I’ll list the primary differences between them. [Read more…] about The Difference Between Help Desk and Service Desk (part 1)