Helpdesk Software - Support for Your Customer Support

2007-07-24 08:31:47

( Business )



The Busy World of the Help Desk

If you're maintaining a help desk or customer care type of business operation, you face a very tedious work flow each day. Thousands of customers call in every minute of the day, and you have to keep track of the nature of their inquiries and requests. You have to respond to their requests either by callback or e-mail. In more sensitive cases, you need to escalate the customer's concerns to a higher authority. You also need to maintain an inventory of your calls and summarize all calling activities for the period.

Helpdesk Software to the Rescue

Helpdesk management software specializes mainly in the automated handling and monitoring of all your inbound and outbound business calls. Typical helpdesk software functions are call management, tracking, problem solving, knowledge management and self-help procedures.

Customers can access your customer care unit either by making a phone call or by signing on to your site. Upon calling, your customers are immediately assisted by an automated voice which will give them dialing instructions based on the nature of their call. The helpdesk system can provide additional information to the calling party, or forward him to the right department to receive further assistance or information. Through helpdesk software, you can monitor the flow of calls and record dialogues between calling parties and your customer care crew.

In most cases, customers who are merely seeking information can get answers to their queries through the automated system, thus they will not need to speak to a human. By pressing special buttons on their phones or on the webpage, your customers can perform simple functions like ordering a checkbook or reserving a hotel room. The automated feature can save your staff at least a few minutes per customer call or query, which can be devoted to resolving more complicated or urgent issues.

Web based Helpdesk software enables your customers to submit request forms online. You can also respond to your customers by e-mail or instant messaging.

Helpdesk software can also help you sort your service requests and enable you to search for them easily at a later time. You can maintain an inventory of all your customer interactions which provide valuable inputs to determining your operational performance.

Where to Acquire Helpdesk Software

You can find out more about Helpdesk software through various sites. The sites shows you various software versions, and some even offer free versions that you can easily download to your PC. Helpdesk software is also available in several languages.


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