Entry Software Corporation
Entry
Many help desk software solutions don’t have the asset management feature. And while some businesses may think they can do without it, it’s proven to be a powerful tool to have. Especially now that we have so many remote users. Assigning and relating corporate assets to the employee is paramount today.
[Read more…] about Why Your Help Desk Software Should Have Asset Management
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!
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.
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Recently I met with a client specializing in the service level agreement parameters 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 contracts 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 attract new ones. [Read more…] about The Business Benefit of a Service Level Agreement
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 the help desk for external support, you’ll have access to comprehensive metrics, and 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 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.
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 them to make adjustments to the workflow and achieve maximum efficiency.
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 should have a problem and incident management function which helps you manage large volumes of tickets relating to a common problem – saving you a lot of time.
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 sort tickets according to priority so that nothing falls through the cracks.
Suppose you want to maintain a tight line of communication between your clients and service staff. In that case, 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.
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 system or hardware is experiencing issues continually. This provides you with the opportunity to take preventive measures.
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TeamHeadquarters, help desk and project management software provide 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.
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
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