Reduce helpdesk costs by 20%, is your network VoIP ready ? Eurotek newsletter

Reduce Helpdesk calls by 20% and Improve remote worker support.

The helpdesk engineer's problem...

" These guys working at home are driving me crazy! They call me whenever anything is going slow - or they think is going slow - so I have to gather all their details and run through all the usual diagnostics I often find it's either a blip and no real problem, or that they've installed software that isn't even supposed to be on the PC. I understand they do need help, but I can't be with them all day... "

The home / remote worker's problem...

" I think my PC is running slow, or is it the Internet? I can call Helpdesk and get them to check it out, but it will take at least 20 minutes to do so. Last time they checked it out and said there was nothing wrong, I wish I had some help at hand just when I need it....." and here's the solution... Remote Angel? from NNT Remote Angel? is a unique solution designed to improve remote user experience and in doing so, reduce Helpdesk calls and support costs. Having Remote Angel? on board the remote PC gives the user added comfort when working remotely, enhancing productivity and reducing panic when things don't go to plan

Through the constant monitoring of PC and internet performance by Remote Angel?, a remote worker can immediately get a straight answer to their question - 'Is there a problem?" When a Helpdesk call does need to be logged, Remote Angel? will do this instantly. It will have already done all the time-consuming information-gathering and initial diagnostic checks a Helpdesk engineer will need, saving both the user, and engineer, time, and the company money

Is your network VoIP ready ?

Your network was not originally designed to carry high-quality voice transmissions. To deploy VoIP successfully you need to conduct a VoIP network readiness assessment first.

If you skip this important step your probability of difficult network challenges is greater than fifty percent. Eliminate deployment risk, cost overruns for upgrading networks and dissatisfied users by conducting a VoIP Network Readiness Assessment. Your business will thank you for it.

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Is your network VoIP ready ? Continued from page 1.

Your data network was originally designed to support e-mails, file transfers and deliver Web pages, not carry high-quality voice transmissions.

Voice traffic is very time-sensitive and can't be queued like e-mail or Web traffic. Delays up to a half hour for an e-mail or file transfer are generally not a problem, but delays of only a few hundred milliseconds can ruin a VoIP call, producing "choppy" conversations or dropped calls.

Before you know how much a VoIP deployment will cost and how successful it will be, you need to understand if your data network can carry high-quality voice transmissions. The odds are that a network upgrade will be needed to successfully deploy VoIP.

To ensure your VoIP deployment is successful and on budget, you need to find answers to these important questions before deploying VoIP:

* What type of VoIP MOS (Mean Opinion Score) call quality can I expect from my current data network for each business site? * Is network delay, loss or jitter the main problem impacting VoIP call quality, and how do I fix it? * How many concurrent VoIP calls can my network carry without impacting existing data services?

Knowing this information before deploying VoIP will ensure your success, but what is the most accurate and cost-effective method to obtain it?

To ensure your VoIP deployment is successful and on budget, you need to find answers to these important questions before deploying VoIP:

* What type of VoIP MOS (Mean Opinion Score) call quality can I expect from my current data network for each business site? * Is network delay, loss or jitter the main problem impacting VoIP call quality, and how do I fix it? * How many concurrent VoIP calls can my network carry without impacting existing data services?

Knowing this information before deploying VoIP will ensure your success, but what is the most accurate and cost-effective method to obtain it?

The fastest and most cost-effective way to determine your network's VoIP readiness is to conduct a Remote Network Assessment

The assessment quickly diagnoses all your network issues so that by the time you begin your VoIP deployment, you have a converged network that will carry high-quality voice transmissions.

The metrics and findings are used to create a detailed report summarizing the results of the VoIP assessment.

Organisations that skip this important deployment step experience poor call quality, dissatisfied users, cost overruns for upgrades and delayed deployments.

Shouldn't you be taking a serious long term view of your I.T. Security?

According to CERT just under 6000 security vulnerabilities were reported in 2005, the largest ever recorded annual jump. That's 500 new vulnerabilities every month, 115 per week, or 16 each day.

The majority of these vulnerabilities are targeting your business critical applications.

Firewalls can do very little to protect against application layer vulnerabilities.

The Solution: Our Managed Vulnerability Assessment Services.

To stay on top of these vulnerabilities and ensure they're not exploited take our annual managed vulnerability assessment service. Each month, or more frequently, we will run a comprehensive up-to-date set of non-destructive security tests to determine how vulnerable your key Internet facing business assets are.

Our monthly findings are presented in an easy to view HTML report that contains corrective actions, management overviews and executive trends.

Steve has over 20 years experience in I.T. and is currently Managing Director of Eurotek Networking Solutions Ltd.

www.euroteknetworking.com

An Internet Web Site Hosting Provider with a Great Technical Support

There are some hosting providers that will promise you heaven and earth but as soon as you sign up with them, they just leave you to your fate. You should avoid any internet web site hosting provider that has this kind of service. So how do you make sure that you don’t fall into the trap of an internet web site hosting provider that offers a poor service? It’s very simple – just continue reading this article to find out.

Make sure that internet web site hosting provider has a technical support that functions 24/7 before you can decide to order for their services. You also have to make sure that an internet web site hosting provider has in-house workers that will be monitoring the servers not only on weekdays, but also on weekends and public holidays. This will give you confidence that the servers are being monitored and taken car of in case of any server outage.

Don’t believe any internet web site hosting provider that advertises 24/7 technical support until you test them. The fact is that the majority of these web hosting providers don’t have the kind of 24/7 technical support that is being advertised. You can test any internet web site hosting provider by simply sending an email at midnight. You can also further test the quality of an internet web site hosting provider by sending an email to them on a Saturday night or Sunday morning. If the response of an internet web site hosting provider is quick to pass all these tests, then it means that the said internet web site hosting provider’s technical support is great.

There is also one more thing – you have to make sure that the technical support team of an internet web site hosting provider is knowledgeable enough to respond and help you solve any of your problems related to hosting your website. Any internet web site hosting provider that has a functional technical support is competent enough to host your website.

Sam Ayodeji has helped countless individuals to choose the right web hosting services. If what you seek is an internet web site hosting provider that has a great technical support as discussed in this article, then you should look no further than this reliable internet web site hosting provider

A Look at IT Help Desk Software

IT help desk software can be a valuable resource for technicians to manage and resolve troubleshooting tickets. Most companies realize the benefits of purchasing help desk software since it is a reliable way to manage customer inquiries and complaints. IT help desk software is preferred by both companies and clients over a traditional call center.

In traditional call centers, customers often complain of long hold times and unreturned voicemails. Other times, the less-than-technically-savvy customer may become frustrated in his or her attempt to explain the problem. Help desk software allows an IT department to effectively manage and direct certain issues to the appropriate personnel.

Many IT help desk software programs offer the convenience of a user-friendly menu and easy-to-manage files. Customers can choose from a variety of help topics and even copy and paste error messages to send to IT. For those customers who are not technically advanced, menus can be set up to offer a variety of common questions.

HelpDesks.com is an excellent resource for extensive IT help desk software reviews and information. This site allows you to compare the leading providers of the products to find the right program for your needs. Convenient charts allow you to see various amenities offered such as whether or not the program is web-based, costs associated with purchase and upgrades and the number of users allowed for each program.

One of the most popular IT help desk software programs, according to consumer reviews, is FootPrints. On a scale of one to ten, it has a rating of 9.2 and has multiple consumer reviews. This is a web-based program, and the initial cost is around $6,000. FootPrints offers unlimited user capabilities and free upgrades with their annual maintenance contract. This program is compatible with Linux, Windows NT, Windows 2000 and Unix operating systems. It also offers searchable databases, assignment of reference numb

Help Desk Software Info provides detailed information on help desk software solutions, including IT help desk software, web-based help desk software, free help desk software, help desk tracking, help desk support software, and reviews of help desk software programs. Help Desk Software Info is the sister site of Recruiting Software Web

ers, F.A.Q databases, billing databases and much, much more.

Customer Support Solution - Does It Make A Difference?

Starting your own online business may seem to be the most lucrative option. But, if you really want to make a difference, then you will have to do a lot more than you can possibly perceive. You see, the success of your online business basically depends on how well the customers take to your products or services.

This is why you need to do everything in your capacity that will help in satisfying customer needs and expectations. Quality and pricing may still play the dominant role, but other than that, the thing that matters most is the effectiveness of your customer support services.

This is often the main headache for small time operators simply because, most of them often do not have the requisite funds as is necessary for starting and operating a full-fledged customer support center. Even if they do manage somehow, it does not help much because they have to share their profits with the outsourcing company.

However, you need not worry too much, because cheaper yet highly effective customer support solutions are now available in the market. You just have to go and get one.

There are many options available, but if you are looking for something that provides the best value, then just invest in a customer support software package. These packages are designed to automate your customer support services, making it possible for you to spend your precious time and effort on more productive activities.

You may not be able to visualize it initially, but you will easily see the benefits of using these software systems in just a week or two. You will no longer have hundreds of unread messages in your inbox, but you will find mostly customer queries, suggestions, feedbacks and complaints.

The software will automatically lead your customers to what they might be looking for, thereby doing away with the need to send emails to your inbox. Another benefit is that you will get protection from spammers that are always on the lookout for new mail ID's.

Make it a point, to send hundreds of mail messages over to the recipient. In effect, you will never again see spam mails in your inbox, if you opt for a customer support software package.

The good thing about customer support solutions is that most of them are available at affordable rates, making them the perfect option for small time operators such as you. What is even better is that most of them are available as free trials, allowing you to test the software before you actually invest your hard-earned money in buying it.

So, if you want the best results, just download some of the free trials and test them. You can then easily select the one that best suits your needs and requirements.

If you need a powerful solution for your support make sure you check out the Premium Response Customer Support Solution for more info.

Live Customer Support

These days, almost all customer support systems are automated. Still, nothing beats the ‘real thing’ – live customer support that is both warm and friendly. Live customer support can do so much more for a company than business owners and managers realize. It creates a favorable impression on people – customer, partners and prospective clients who come in contact with your company.

Developing live customer support

There are generally two ways of providing customer support – via the Internet or the telephone.

While email is an acceptable and effective method of communication, it is still stagnant and expensive in the long run. A customer, when unsatisfied with the reply, will tend to email again and take up yet another significant part of your customer representatives’ time. This will never happen if you have live customer support. Your clients will get all the answers they need at once, and your customer service representatives can move on to the next client and get more work done.

How do you make your live, online support stand out? It takes more than just putting a live support button on your site. You can try showing the names and images of your customer support staff on your website’s customer support page, so that customers know that they are talking to a real person, not an automated program. Your customers can then easily click on a specific customer support representative they have talked to before, if they have follow up questions or need more assistance. These touches may seem simple enough, but they can greatly help make the interaction between your company and your customers more intimate and effective.

Live customer support on the telephone. Telephone support should be provided free of charge to all customers regardless of their location. Be sure to have enough operators standing by to attend to calls. There is nothing more frustrating for a customer than waiting in vain only to be answered by a machine. All calls should be answered within five minutes.

Customer Support provides detailed information on Customer Support, Customer Support Software, Live Customer Support, Customer Support Services Call Centers and more. Customer Support is affiliated with CRM Call Center Solutions.

The ABC's of Online Customer Support

 

Want to provide great online customer support? Want to provide the kind of customer support that will grow your business, by building customer loyalty and satisfaction? It’s not as hard as it sounds! Just remember your ABC’s.

A-Add value

Don’t just do the bare minimum when it comes to providing customer support on your website. Go above and beyond to provide the customer with an exceptional experience. Remember, there are probably several sites out there right now trying to sell the same products or services that you are. Differentiate yourself by the high level of customer service you provide. Don’t simply answer questions. Provide solutions. Don’t just give a suggestion. Be an expert! If your customers or potential customers come to your site with a question or problem, help them as if you’re the foremost expert in your field. For example, let’s assume you run a website that sells bird houses. A potential customer visits your site and has a question about a specific model. How do you help them? First and foremost, I hope that you answer their question. But you have a great opportunity to go above and beyond. Ask the potential customer what types of birds she’s hoping to attract, where she is going to be putting the bird house, and where she’s located. With this information, as the world’s foremost expert in bird houses, you can recommend the right model in size, style, and material for her desired result. Now, you’re more than just a bird house salesman to this customer, you’re a bird house expert! You’ve added value through your online customer support.

B-Be There

A customer is on your site looking at your information and they have a big question. Where are you? The idea of ‘being there’ is twofold. First, it means making customer support channels easily accessible via your website. Regardless of what channels you use, you want them to be easily accessible from any page on your site. Either put your customer support channels on each page, or provide a clear and easy-to-find link to your support page from every page. As soon as your customer has a question, you don’t want them to have to look far to find a way to get in touch with you. Second, ‘being there’ means being available when your customers contact you. Be ready to answer the phone when they call, respond to all emails within a couple hours, or be prepared to handle incoming chats or support tickets. What good is customer support when a customer finds no one on the other end to assist them immediately? ‘Be there’ for your customers and you will be rewarded with better relationships and stronger loyalty.

C-Count the Cost

Let’s face it, your time and money are valuable. So, how do you provide great customer support on a budget? Come up with a plan. Determine what options are available to you, weigh the advantages vs. the costs, and implement your decisions. Here are some considerations regarding different online customer support options:

Phone support: Convenient for your customers, but potentially costly and time consuming for you. If you have an 800#, that is a large expense, and you can only talk to one person at a time.

Email support: Less effective for the customer than phone support. It is quick and easy to send their questions to you, but uncertainty over the length of time for responses is a concern. For you, email is one of the cheapest and easiest forms of support. You probably already have email, and you can respond to inquiries on your time.

Live chat software: Most effective channel of online customer support for the customer. Their questions can be answered immediately on the website by a real person. For you, the key is finding quality and affordable live chat software, and it is available. Also, live chat requires that you, or an employee, are available to handle incoming chat requests as much as possible.

Knowledge Database/FAQ/Self-Help: This can be a quick and easy way to get answers for your more savvy customers. However, it can also be burdensome for customers if they aren’t quickly and easily able to find answers to their questions. This is probably the easiest channel of customer support for you. After the initial time investment required to dump all of your information to the site, it is there and available for customers from then on.

These are just 4 of the channels for online customer support. You may also consider support tickets, forums, and others. As you can see, each channel has its advantages and disadvantages, both for you as the business owner, and for your customers. The best websites for online customer support usually offer a blend of several of these channels.

Providing great customer support on your website is not difficult, and it will have tremendous advantages for you. To provide excellent support for both you and your customers, simply remember the ABC’s of online customer support: Add value, Be there, and Count the cost.

Dan Cavanaugh is an online customer support expert with the Customer Support Network, an organization committed to the improvement of online customer service. To learn more about online customer support and the role it plays in e-commerce, click here: http://www.customersupportnetwork.com