The Next Big Thing inIT Help Desk: Live Chat
The slow economy has left many IT departments having to “make do†with help-desk software investments that are becoming antiquated. Luckily, there are companies like the Israel-based help-desk software vendor SysAid, which recently launched integrated IT help desk live chat.
The latest version of their help desk platform, SysAid 6.5, will feature the live chat integration. This newest addition will help IT departments make their technology last longer, and more specifically, will help them manage the influx of inquiries via phone and email. SysAid surveyed customers globally, and found that a large percentage weren’t utilizing a live chat platform for their help desk needs. However, the vast majority of users are familiar with SMS services, so the integration allows IT technicians to support multiple channels and end users much more easily.
It is interesting that this solutions pretty much eliminates the need for phones in help desk, but an IDC research director notes that live chat capabilities are essential to any company offering a SaaS help desk solution. Having the ability to support five to six users at once—far more than can be helped via phone support—offers a great competitive advantage. SaaS help desk software is very young right now, but live chat integrations could be the innovation that helps it mature, and quickly.
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