Benefits of a help-desk software solution

A help-desk software solution is designed to help you manage your help-desk operations systematically and efficiently. Its purpose is to enable you to easily track and follow customer calls. Installing a help-desk software solution will help to better manage your customer relationships as it provides processes that can systematically track calls thereby enabling quick responses.

The help-desk software will act as a database for all your customer issues. It provides features to store customer-call information such as the time a call was made, a brief description of the call and the person to whom the call was assigned. You can view the list of calls that need to be attended in the form of a sorted list, report or a graph. It will maintain a history of customer calls, which could be based on the product type and this can be used to collect information on which products received maximum customer call or enquiries.

Most solutions offer a knowledge base which will store of a list of problems or issues that customers have encountered, and the action or solution taken against the problem. Should the problem arise again with another customer, the same solution can be applied and your staff will be able to move on to attend the next call. This saves your organization time and money. Since your staff quickly resolves calls, you do not need more members to attend and service customer calls. Furthermore, the knowledgebase acts as a training device for new staff and you can also reduce money spent to train employees as the knowledge base stores solutions for problem encountered. Help-desk software solutions provide for better communication amongst organization members. It can be configured to send alerts or mails to the concerned staff so that they will respond to the issue in time. Administrators and authorized management personnel can view reports, sorted lists on customer calls and how issues were tacked by their staff at any time and so a constant communication is always maintained. Better communication flow provides way for quick problem solving and better work efficiencies.

Linda James - Benefits of a help-desk software solution

Customer Support

Customer support is the core of almost every business. It is through this process that customers and clients are won and retained. But what exactly is it, and how can effective use help your company grow? Read on to find out.

Customer support 101

Customer support refers to the processes that involve the development and delivery of customer support services that include installing, configuring, troubleshooting, assisting and training to meet customer requirements.

The best gauge of the effectiveness of your company’s customer support is the interaction between your employees and your customers. Are your employees wiling to lend after-sales support to your clients, even when you do not require them to? Do you have manpower devoted solely to making sure that your customers are served well after they have bought your services or products?

Some ideas

Remember that your employees act based on the examples you set – putting up posters or ordering your employees to be friendlier to your clients is never enough. You must lead by example.

You must also make customer support a keystone in the recruitment and dismissal of employees. Ask your supervisors to rate your employees on their customer support performance, and reward those who show exemplary customer support.

You should always measure your company’s level of customer support with that of your competitors. Observe their techniques to see what works and what does not. How do you ‘spy’ on them? Pretend to be a customer – email their online support, or call their toll-free number and see how well they help you. Never attempt to implement any customer support system without benchmarking. Customer support is not a cheap venture – so you need to carefully plan out what you need to do and what customer issues your methods will address.

Remember that customer support is the face of your company. It can make or break your company’s reputation. A well-developed customer support system can go a long way.

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.