Help Desk Support Software: In-house or Web Delivered

2007-03-08 10:33:40

( Business )



HELP DESK FOR EVERY NEED

Help desk support software can both be used by companies who have no existing customer service and product support programs, and those who already have their in-house help desk set-up.

Help desk support software can be customized and calibrated according to the needs of your business, and to the specifications of the product that the software is meant to support. Help desk support software is basically a blueprint or a framework upon which you can design your own help desk system that can easily be accessed and used by your customers.

Another use of help desk support software is that it can be used as a complementary or back-up system to your existing help desk applications. The help desk support software can be integrated and used to address the weaker areas of your proprietary program.

KNOWLEDGE DATA BASE

Basically, help desk software is an accessible and intuitive knowledge data base that pertains to your products and services. When your clients need information, they have a user-friendly interface that they can easily use to get the help they need.

Among the many features of help desk software is tracking. Help desk software tracking captures and stores every customer interaction whether the client issue was resolved or not.
This feature can be used for future reference and is also helpful in monitoring and evaluating your after-sales services, enabling you to make the necessary program modifications to better serve your customers.

Help desk support software has two types of delivery systems – the locally installed application or the web-based program. The web-based help desk support software has the advantage of being operated by the makers of the programs themselves. Under this arrangement there is no need to install any programs your local computer systems, and your help desk agents will longer need any additional help desk certification or training.


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