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.

Technorati Tags: Accel Facebook, Accel Support Facebook, Facebook Customer Support, Parature, Parature Customer Support, Parature Facebook

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) 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.

Technorati Tags: "virtual" service desk, iWave Software, Morse

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!

Technorati Tags: Customer Service, Help Desk, IT Support

 

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.

 

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.

Technorati Tags: Help Desk Software, On Premise Help Desk, SaaS Help Desk, Web Based Help Desk

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.

Technorati Tags: Help Desk, Help Desk Support, Service Desk

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.

Technorati Tags: Help Desk, Help Desk Support, 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.

Technorati Tags: Help Desk, Help Desk Solution, Service Desk, Service Desk Solution

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.

Technorati Tags: Help Desk, Help Desk Support, Service Desk