Help Desk Services

Any production, supplying, banker, manufacturer, sales company or any customer oriented organization takes care of customers. The business concerns are competing with their competitors. They are competing with product, quality as well as service providing. When customers are paying for, they also want all in one stuff i.e. quality, support, delivery and service. So who is there to serve customers? They are help desk executives. The help desk provides technical as well as non technical helps to the customers. In broad sense help executives are two types, general and specific. General support services are provided for customer satisfaction, relationship building, retaining customer for future deals etc. Where as the specific supports are installing product or device, technical aspect, trouble shootings, warranty coverage, regular servicing etc. The help services are provided either by the direct company or outsourced to the third party company. Whoever is the help service provider, it has to appoint a number of help desk executives for different customers. Help desk service executives are trained by the first companies. They update the knowledge, technology to the support executives, so that they can aware and guide to the customer.

The process of help desk service starts from the training, knowledge sharing among the support service members. They know the database of customers, product, and service methods. They have adequate infrastructure for communication, sitting arrangement, computers, internet, tools etc. for customer service. A team has to work under a supervisor and they provide each service under a quality check. They maintain record of services, client feedback, issues etc. This record helps them as different case studies for future support.

Help desk support center has a Knowledge Base that is a searchable library of useful information, records of resolved case, frequently asked questions (FAQs) and other support information. They use this knowledge for new customers studying the old cases from the record. The service proving practice makes an executive expert in a particular domain.

The media like internet, telephone, online desk charting help a lot to the support providers and customer. A simple email from help desk can solve a problem of customers any of the world. KoreOne has been providing the help desk concept, jobs, resources, about customer service companies, who hire help desk executives.

Shakir A, independent writer for IT Recruiting and Staffing Services / IT Technical Professional Staffing Services, Jobs,Business,Consultancy, Recruiting and latest trends in hiring industry at San Jose, California and near by city/ states.Visit http://www.koreone.com

Web-Based Learning Management Systems Deployed in Customer Support Settings

In many respects, e-learning has matured as a technology and industry. Today we will look at how web-based learning management systems can and are being used as part of the customer support function in a company or organization.

What is a learning management system?

Learning management systems (LMSs) are web-based software application platforms used to plan, implement, and assess learning processes related to online and offline training administration and performance management. LMSs provide an instructor a way in which to create and deliver content, monitor learners’ participation, and assess student performance. They also provide learners with the ability to use interactive features such as threaded discussions, web conferencing, discussion forums, and other methods of communication.

Where and why are learning management systems being used in customer support settings?

LMSs are being used in business-to-business, high process, value added, and technology-oriented business environments in industries like telecommunications, advanced electronic technology, semiconductor manufacturing, insurance, banking, medical products manufacturing, and others. Learning management systems are being used in customer support settings because they can be a cost-effective solution to providing customer and performance support for a company’s products and services.

Why is it cost-effective to use an LMS for your company’s customer support operation?

Learning management systems can be used to create a library of custom online courses that demonstrate how to use your company’s products and services. The course can be updated at will, so you’re not paying every three months to print new product guides and support manuals.

LMSs can be used to track and monitor your customers, instead of using a bunch of spreadsheets. This is very effective in scenarios where customers must be certified in order to use your products and services. The learning management system can be set up to notify a user when their certification is set to expire using an email tickler so they can recertify on your product.

What other features in learning management systems can be used for the customer support function?

A good LMS comes with a help desk feature that can be used for 24/7 customer support. Learning management systems can have integrated web conferencing technology which can be used in a number of ways to support customers such as synchronous training used in product implementation; a web conference on a new feature set that can be archived for later viewing; actual, on-the-spot tech-support using the “share your desktop” feature so your tech can go in and fix any problems necessary; and more.

LMSs can have a built in survey tool that allows you to query your customers with the results stored in the learning management systems database for later use. Learning management systems can have a single sign-on/e-commerce registration feature that can be used to sell add-on features. They also may have events management/seminar logistics add-on application that can help you manage both your off-site and onsite customer support training, and much more.

A company can realize effective resource planning and substantial cost savings by using learning management systems in customer support settings. Even greater gains in productivity and cost savings can be achieved using a learning management system in hosted business model environment. The virtual customer support campus is created to have the same look and feel as the company’s web site. Since the customer support campus is hosted and maintained on the learning management systems providers’ servers, the company only pays for set-up, its level of desired functionality, and usage. In conclusion, web-based learning management systems can be a very useful, cost effective way to manage a company’s customer support function.

Dave Boggs is the founder and CEO of SyberWorks, Inc. He has been involved with computer-based and web-based training for more than twelve years. Before founding SyberWorks, Dave was the VP of Sales and Business Development for Relational Courseware. He holds a Bachelor of Science degree in Physics from Union College in Schenectady, NY, and an MBA from the Kellogg School of Management at Northwestern University in Evanston, IL.