Archive for the 'Customer Service' Category
Parature Customer Support on Facebook Pages
Parature, the on-demand Help Desk Software Vendor, now has a customer support tab on Facebook. Parature is joining Salesforce.com and other customer support services to tap into Facebook’s 400 million consumer base. Accel Partners, backed by Parature, launched the on-demand customer service product for Facebook pages today. Here’s a screenshot of the tab:
Valuable customer conversations are taking place all over Facebook pages. Using Parature’s application, companies can now integrate a branded “support” tab. Customers can post their questions, comments and feedback onto a corporations Facebook Support wall. Parature will take the information and send it to the company as a ticket with the Facebook customer information listed on the ticket.
Leveraging Parature’s technology, companies can include frequently asked questions about their product or brand as well. Customers on Facebook can search for service answers from within a Facebook page. If a query isn’t resolved on the page, the ticket will be sent to the company for follow up.
Parature will also offer customers live chat options with company representatives from the Facebook Fan Page. With immediate customer support available, companies that choose to use the Parature application can foster strong relationships with their customers. Since all of this can be done on Facebook pages, customers will most likely share their positive experience on their Facebook stream as well. Through word of mouth a la Facebook, satisfied customers can drive more traffic or business to businesses.
Parature’s application is paving the way for a new generation of customer service technology. Parature recently added Twitter support as well, reaffirming the fact that social media is the perfect platform for customer service integration. We’re excited to see what other business solutions providers will team up with Facebook to optimize their business processes. Social media platforms are more than just for socializing, and businesses are finally realizing the value of sites like Facebook and Twitter.
No commentsMorse and iWave Team up for Service Desk Success
iWave Software and Morse launched a new “virtual” service desk for a leading worldwide bank. The goal of the new service desk is to optimize customer service and lower operational costs for the bank.
Morse, an IT services and technology company, teamed up with iWave to create a scalable, cost effective solution for the banking leader. iWave is a provider of Data Center Orchestration, Automation and Cloud Management Software. The bank turned to the automation specialists at Morse to optimize customer service and allow for seamless entry and routing from three service desks in three different locations. The bank also required the solution to be invisible to the bank’s network of customers.
Morse’s solution was to create a “virtual” service desk using IT process automation and iWave Software’s framework. Morse’s Marketing Director explains: “iWave was the clear solution and partnering choice, fitting seamlessly into our services methodology and maintained our vendor independence. The 30+ adapters and pre-built ITIL process accelerators gave our teams the flexibility to quickly meet the bank’s needs. This also helped ups with improved predictability of service engagement cost and time.”
Morse and iWave have improved the Bank’s customer service process through automation. The “virtual” service desk allows calls to be taken at each location with tickets created and routed to the appropriate locations without having customers hang up to dial the correct number. The mean-time-to-repair (MTTR)Â times have decreased as well as operational costs. The “virtual” service desk’s success is proof that IT automation is efficient as well as fiscally responsible.
No commentsNYC Takes Control Over its Help Desk Functions with BMC Software
With government budgets continue to spiral out of control with excessive spending and poorly designed budgets, it has become necessary for local government to adopt cost saving measures. While governments are notoriously known for wasteful spending and inefficient allocation of resources, NYC hopes to change the public’s perception.
NYC traditionally let each city department manage its own IT services. This led to overspending as well as inefficient services. A lack of centralization made oversight extremely poor and government operations were largely hindered by this poor design. NYC had trouble keeping up with the massive amount of inquires and support requests its received, with many of these same requests being lost in the shuffle. NYC finally decided to take a stand and changes its IT infrastructure. Rather than being reactive, NYC decided to become proactive when dealing with its IT issues.
NYC decided upon BMC Software’s Remedy Solution to help manage all of its help desk needs. With a centralized database, the IT Department now can readily access much needed critical information quickly and easily. In addition, its new centralized ticketing feature should allow for rapid resolution of incoming tickets. Improved tracking will also help ensure that all support requests are handled in a timely manner. Lost tickets will no longer be a viable excuse.
With the introduction of BMC Software’s Remedy Software Suite, NYC has seen a dramatic improvement in the effectiveness of its IT Department. It has also simultaneously reduced the costs necessary to run it. With this new system, the help desk can handle multiple modes of communication in a relatively easy manner. BMC Software has provided the tools necessary to help NYC successfully run and manage its own IT operations. With continued improvement in its operations thanks to Remedy, NYC hopes to continue to provide higher level of service and an increasingly lower cost!
No commentsWeb Help Desk Releases “Lighter†Versions of its Software
Web Help Desk has continued to be a leading provider of help desk software for a number of industries in the past few years. Prior to all the new technological innovations such as Cloud Computing or SaaS, Web Help Desk was providing companies with its award winning help desk software platform. Web Help Desk has continued to innovate to maintain its position on top of the help desk software industry as it has recently announced new versions of its existing help desk platform.
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As customer service gains in importance in today’s business world, help desk software is becoming a more popular choice for many companies. With tools that can still provide effective monitoring of its agents, Web Help Desk Lite is similar to the full fledged version of its popular help desk software. The main difference is associated with the cost and convenience as Web Help Desk Lite is aimed towards companies who cannot afford a more advanced solution and don’t have the resources to dedicate towards deploying a more complex help desk platform.
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Web Help Desk Lite will be offered as a SaaS product as well as an on-premise “lighter†version of its existing help desk software product. This should provide companies the ability to afford a solution that can meet their company needs. For more information on what Web Help Desk Lite has to offer, you can find a list of features here.
No commentsITIL Improves Help Desk
ITIL Knowledge is increasingly becoming a staple of help desk agents. As the need for help desk support increases, help desk agents are becoming better trained and more educated on their respective topics. This enables companies to become more efficient as a better trained staff provides users and customers with better and quicker service.
The improved training of help desk agents allows companies to handle a larger number of help desk requests. Adoption of ITIL standards has increased dramatically in recent years as companies are becoming more capable of providing competent help desk service.
No commentsWhat not to Ask Your Help Desk
Help Desks have been recognized as the IT support for companies as they provide technical support on issues that range from very simple to very complex issues. However, with the recent advances in technology, the number of help desk requests have risen dramatically. Although many of these inquiries may be reasonable questions, there has been a growing amount of simple questions as people rely on help desks for the simplest of problems.
Simple problems that are easily resolved by restarting a computer should not be questions asked to a help desk. Also, there are a number of easy solutions to a variety of problems. Simple solutions such as ensuring plugs are properly plugged in or switches are switched to the proper position solve a surprisingly large number of problems. Before, calling a help desk for support, take the necessary precautions and ensure that it is a credible problem.
No commentsITIL Implementation Reduces Help Desk Calls
Introduction of ITIL processes has helped lower the amount of help desk calls received at Your Homes NewCastle, a Housing Group Company. Calls to its help desk have been reduced by one-third after the release of its new service desk. This has been mainly attributed to the fact that ITIL has helped decrease the calls that were related to minor problems. The IT Department had previously been swamped with minor errors, decreasing the productivity of its service desk.
With 850 employees to support, YHN decided to take a more proactive approach and help decrease the number of callers with minor problems. In doing so, they had hired a Consultancy Group to help implement ITIL. This has helped increase the productivity as well as the efficiency of its service desk by being able to drastically reduce the amount of calls received.
No commentsWarburtons chooses Atos to provide its Help Desk Support.
Warburtons, a baking company with over 2000 IT customers, has agreed to a deal with Atos to provide advice as well as Help Desk Support. Warburtons uses SAP to run many of its current business processes and can now turn to Atos for help and advice regarding those processes.Â
Warburtons had previously used two different help desk vendors, but has decided upon Atos to provide all of its help desk support. This move is expected to lower costs associated with help desk support as well as improve worker productivity. This partnership with Atos should enable Warburtons to maximize its rewards from its current business solutions.
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