HelpDesk+HelpDesk+ is a completely web based solution for IT professionals, and store owners to facilitate support for your products or services. A feature packed and easy to use help desk that will help your organization automate your customer service and deliver a consistent, high quality service to your customers.Knowledge BaseA searchable online knowledge base for your customers that will enable faster problem resolution with fewer phone calls and emails to your support staff.Support TrackingTrack and manage your support tickets using the built in correspondence handling features. Self ServiceReduce the number of phone calls and emails to your support desk by using the web based system that will answer many of your customers questions.HelpDesk+ is an online Q & A database that can be used as a support center, help desk, or any situation where you need to give your customers a way to communicate with you in a very professional manner. The program is set up primarily for a question and answer format. There can be as many support staff as needed for your operation. Each support member is assigned their own username and password to log into the system to answer user questions and track correspondence.
Efficient
one agent can support multiple customers
Anonymous
customers do not have to reveal personal information
Call Tracking
ability to monitor support sessions in real time
Business Knowledge
knowledge base automatically grows and stays up to date
Easy Communication
eliminates problems with accents. International operators can support domestic customers.
Easy complex task resolution
customers can easily get a support transcript to review the step by step processes for complex tasks
Demographics revealed
gain location knowledge about your customers
Competitive IT edge
rapidly becoming a standard in eCommerce industry
A New Standard
customers now expect live chat support
Customer Satisfaction
improves customer impressions of your customer service
Customer Loyalty
customers will return because of your customer service
Longevity
proven track record
Issue Tracking
start tracking current problems the moment they start occuring
Help & Support
Help desk by itself is meant to provide an interface for your customers to communicate with you, without the disorder caused by spammers, hackers and spam blockers. Help desk helps in immediately resolving technical and operational problems faced by your customers while using your website, product or service. A web help desk software system provides the added advantage of allowing access to customers from any computer and any location in the world. Similarly, you and your technicians can also access customer requests from wherever you want.
A web-based system is preferable to an email-based system because in the case of the latter there are chances of more than one technician trying to solve the same problem. HELP DESK SOFTWARE systems allow a customer request to be assigned to one or more technicians as per the service requirements and only those designated technicians can work on these requests. Some help desks enable their customers to create their own trouble ticket which is nothing but a format similar to a web application form that takes all the information necessary to trouble-shoot and cohesively record a customer request. As an administrator, you can display information from the recorded history of requests made by a customer. This will help you provide a customized quick solution to your customer.
A web help desk software solution may also provide FAQ and knowledge bases to customers. This enables customers to solve their problems independently and without taking much time. The problems that cannot be solved this way can always be logged in through the ticket system or sent through email. You may think that being a software application this solution comes with a cost. The fact is that most of these solutions are freely available or priced inexpensively. In addition, the so called installation procedure may just be registering to a web site, specifying the settings and copying the source code to your location. This is the least you would need to do for an up and running web-based help desk. If you still find the need to test it out, you can take a trial before you register yourself. Like most software, trials are for free. In case of commercial software, after you register for permanent use, you may need to pay a subscription fee at a monthly, quarterly or annual rate.
Once you are satisfied with the trial, be sure to check out other aspects of the web help desk software. For example, certain solutions may charge you later sighting updates and chargeable components as a reason. To check these out, ask as many questions as you can such as whether there would be updates, the number of times the updates would be made, the number and names of components and whether they are charged as a whole and so on.