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
Imagine you’re talking to someone and in a flash, a crowd of people approach you asking all sorts of questions all at once. It’s pretty overwhelming. Now think about websites, when they reach “over capacity,” it too feels overwhelming. This can be an ongoing issue that companies may be going through. Not only is it overwhelming on the receiving side, but also frustrating to the customers when they’re not getting a response. It leaves no one happy. A great and quick solution can be with an online help desk support to keep your customers happy!
Online help desk support can accomplish many tasks at once, some include: assisting with troubleshoots, answering questions and solving common problems. The software works towards organizing all the questions and issues that may come up, in a nice organized list; making it much easier to manage and assess problems or questions. This not only allows for an easier and more logical way to resolve problems but also lets the company see the type of questions arising from customers. They can now assign the common issues to the most effective department. Another asset help desks bring, is it can instantly assign problems to certain employees to answer immediately. This can help spread out the work amongst employees, instead of piling all the work on one. With this, the right employee can answer the questions effectively, which satisfies the customer.
When browsing through a new website many customers usually conclude to similar questions. Instead of having an inbox full of the same questions, your help desk can allow instant responses to customer’s simple and common questions. This can reduce the demand for answering frequently asked questions; also providing the customer with a quick and easy answer. Now, there are always customers who have unique questions that can’t simply be explained with a quick answer. With a help desk, after the customer submits the question the software will organize and notify the employee assigned to the certain field that question falls under. This allowing proper analysis with the right person, giving the customer the best answer.
Appointing people with tasks and problems can generate an efficient workplace. With a help desk, it also provides a list of all the assigned problems that need to be completed. Managers can decide what tasks need to be done, evenly distributing them so they can be completed in a reasonable time frame. All the questions and issues that may arise can be organized nicely into a list, so employees can see what needs to be done and the common questions asked. Working with help desk provides a positive relationship between employees and customers. To add, being able to instantly answer questions to customers will make them very happy because they can get a quick response and continue browsing through the website. A help desk software allows quick and thought out solutions to customers who have questions regarding a business. This will open up an accessible and easy-access website to your customers!
An IT manager called me the other day and says, “What can you do to help me achieve my IT strategy?” Great question, says I; tell me your strategy, and I will see how I can help.
The next five minutes I had to endure metaphors, vaguenesses, and I saw it was coming, “I do not have a defined and written down strategy” (aka, I have no idea what a strategy is but it sounded impressive didn’t it), realization moment. Can you say, “Awkward?”
How do you help someone who knows they need help, yet is unclear about why and how? You ask questions.
What is the goal of incident management? It aims to reduce the negative impact of an incident on business operations by restoring things to normal as quickly as possible. The result is better levels of service quality. But beyond that, incident management that is well-thought-out offers the company that is implementing an incident management system 5 major benefits: [Read more…] about How Your Company Benefits From an Incident Management System
Help desk software types are generally classified according to the size of their target business users, deployment and source code accessibility. Here are the 5 types of help desk software:
Web help desk software is also referred to as cloud-hosted or software-as-a-service (SaaS) and is hosted on the vendor’s server. The application is rented out to companies and involves technical support, system maintenance and upgrade, and data backup. Subscribers can access the help desk through the vendor’s website using a browser or mobile app. Data such as customer profiles, queries, tickets, and support analytics are saved on the vendor’s server and accessible for reporting.
Enterprise help desk software is the most complex with modules that include IT asset management, service request fulfilment, account management, and survey management.
For large companies, different departments demand a steady and efficient process to request and get support, particularly when it comes to asset management and technical assistance. Most enterprise help desk services are customized to fit a company’s workflows. Most enterprise systems are installed on the customers’ internal servers although this trend is moving to the cloud.
The enterprise help desk goes beyond customer queries at improved resolution rates. It also includes features that maximize employee productivity and inter-department communication thus improving overall company efficiency. Other features include leveraging real-time data generated by the help desk system for CRM applications and managing service costs.
An on-premise help desk is licensed software that a company purchases and installs on its own server to run the system. It usually involves a one-time setup fee, and a scheduled upgrade will require a separate fee.
The company takes on the responsibility of system maintenance and data backup. Alternatively, it could pay for a separate plan that includes technical support. The principal benefit of on-premise help desk software is that the company owns and hosts the system resulting in complete control over data security and privacy of information.
Open-source help desk software allows developers to access its source code, unlike proprietary software which either prohibits it entirely or requires a user license and permission to access the source code.
Because open source help desk can be modified or enhanced, developers can add features, adjust processes or fix bugs in the system. It is ideal for companies with programming capabilities whose skilled IT departments can handle executing these changes and enhancements. This can become a burden as it requires internal support for code changes made to the system.
Cloud help desk software has all the features of a typical help desk ticket management solution. However, cloud help desks are hosted on remote servers that allow the business the ability to handle loads that fluctuate. This means not having to worry about overloaded support portals getting during your peak hours.
Perhaps the biggest advantage of having a help desk ticket management system in the cloud is that the data is secure with backup options which are retrievable anytime the need to change it arises.
Choosing the right help desk software for your company can be difficult particularly if you’re not familiar with the tech jargon used when describing help desk software. Entry Software would be more than happy to walk you through the types of help desk software and find the solution that fits your needs. To get started, get your personalized demonstration of TeamHeadquarters, Entry Software’s unified project management and help desk software.