Help Desk Software

Why your company needs help desk software?

Why your company needs help desk software?

A company that operates online must have a Help desk software. In various instances, having help desk software is a crucial aspect of a smart business tactic, benefiting both the customer and the business. Investigating, finding and comparing the alternatives available can be a scary experience, but being aware about your alternatives will help.

This software solution offers a centralized method of handling the complaints and issues in website management. In case of any e-commerce business, technical issues are expected to take place. Getting ready to deal with unforeseen conditions can ease pressure and frustration by proper handling of technical complications.

Earlier many companies had call center support before the internet became popular. Customers were quiet annoyed by long hold times, poorly trained staff, and unresponsive phone messages. Few customers may not be eager to offer a complete and proper report of the problem, which just aggravates the problem. As many companies have clients in different parts of the world and in differing time zones, this software has helped numerous companies to properly deal with client issues or complaints.

These software solutions can deal with numerous tasks in a business. Most programs let customers to directly go to the suitable department to meet their needs. Eg, many software programs let technical inquiries to be routed directly to the technical support department and billing questions to the billing department. This can restructure and better handle queries and provide a faster response time.

The widespread use of Internet necessitated quicker, more dependable and, easily available customer support. Customers want and anticipate fast help and answers to their problems. Hence these software solutions have become widely used throughout the world. The help desk software has allowed to provide nearly unlimited support. In a rising world market, these software solutions are fast becoming a need, and can help save a company lots of dollars each year.

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Vienna, VA — March 19, 2007

Parature, the market leader in on-demand customer support software, today announced that Vice President of Marketing, Gary McNeil, will present “B2B Lead Management Best Practices” at the Technology Marketing A, lliance meeting on Tuesday, March 20, 2007. The event will be held from 8:00 AM to 9:30 AM at the Tower Club, 8000 Towers Crescent Drive, Vienna, VA. The presentation will be part of a panel discussion dedicated to lead management best practices for businesses that market and sell to consumers, businesses or government.

About Parature

Parature provides on demand customer support and help desk software, enabling companies to improve their internal and external support while reducing costs. Through its suite of modules, Parature allows companies to provide critical service information on a 24×7 basis via the Internet, resulting in reduction of inbound support load and significantly decreased support costs. With a consistent growth rate of over 100% year over year, Parature serves industry leaders such as Office Depot, ATI Technologies Inc. and Florida State University. For more information on Parature, or to sign up for the FREE 30 Day Trial, please visit www.parature.com.

Media Contact:

Dayna Tenorio

(703) 564-7758

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Parature logo

Vienna, VA — October 26, 2007

Parature, the global leader in on-demand customer support and help desk software , today announced their Fall ’07 release celebration will take place on Thursday, November 15, 2007 at McCormick & Schmick’s Seafood Restaurant in Tyson’s Corner, VA from 6:00 PM to 9:00 PM. Parature Fall ’07 will be the company’s most robust product release of its award winning customer support software to date with over 100 changes and enhancements to the product suite. Parature Fall ’07 promises to ‘raise the bar’ for customer support software for organizations around the globe.

“Parature is the fastest growing customer support software company in the United States and we are excited to be unveiling this monumental product release to our customers, investors, and employees in a celebratory atmosphere,” stated Duke Chung, Parature CEO and President. “Parature is continuing to set the standard for support teams worldwide with our commitment to bring best-in-class customer support software to market and the Parature Fall ’07 release affirms this commitment.”

Parature is a Software-as-a-Service (SaaS) provider that enables organizations to fundamentally change the way they support their customers by enabling customer self-service, increasing customer retention and reducing the cost of support. The Parature suite of modules is seamlessly integrated into one solution allowing organizations to effectively manage all of their support needs. This dynamic, online software provides all of the tools necessary to resolve issues quickly and reliably while increasing satisfaction ratings.

The Parature Fall ’07 release is the culmination of months of dedicated research and solicited customer feedback, resulting in the largest, most robust Parature release to date. As always, with Parature’s Software-as-a-Service (SaaS) model, customers will experience a seamless transition to Fall ’07, with no software to download or IT involvement required.

About Parature, Inc.

Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they support their customers while significantly reducing costs. The Parature suite of modules empowers associations, businesses, academic institutions, gaming/interactive media and government with the ability to provide critical service information on a 24/7 basis while reducing the inbound support load through customer self-service. As a Software-as-a-Service (SaaS) provider, we deliver our solutions over the Internet using a secure, scalable application and system architecture, which allows our customers to eliminate expensive up-front hardware and software costs and to quickly deploy and adopt our on-demand software. Parature helps support over 8,000,000 end-users worldwide and is headquartered in Vienna, VA. For more information about Parature please visit www.parature.com or call 1.877.GO.PARATURE.

Media Contact:

Gary McNeil

(703) 564-7758

gmcneil @ parature.com

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How Can Help Desk Software Help Your It Support Company?

Most companies nowadays simply cannot afford the operational costs involved in maintaining an in-house IT support office, and with hardware and software issues appearing all the time it is imperative for any company to employ the services of a professional IT support company that is able to provide its clients with trustworthy professional technical services, while still being cost effective. If you are one of the many that have recognized the numerous opportunities available to new IT support companies, and are looking for an effective and secure way to provide your IT support services, then help desk software is the perfect choice for you. First of all, you should know that apart from the traditional help desk software applications, we are now also presented with web based solutions, which allow an IT support technician to provide support services to clients in just a few minutes from the first login. Help desk software has been described by numerous computer experts as one of the most revolutionary software applications even when help desk software used to only offer a fraction of the volume of special features that are now available. IT support available through these software solutions is not only the most cost effective method of delivering remote support solutions but also a way to increase productivity and overall service quality. There are software manufacturing companies which are now offering state of the art help desk software applications that even allow companies to fully customize these applications with their own banners and logos. The web based remote support software solutions are preferred over any of the other alternatives, because this IT support solution does not require users to handle product installations, or any special requirements, except for an internet connection. Unlike embedded or installed remote support applications, web based IT support software allows technicians to access the application from any computer in the world and offer their customers all the support they need in just a couple of minutes from receiving the request. If you intend to start your own IT support company then, apart from all the necessary planning regarding the team or teams of technicians, you will only be required to purchase a professional remote support software application, and you will be ready to start. As the global economic crisis is taking its toll even on the giant corporations, by using this type of software you are presented with the possibility of allowing your technicians to provide your company’s services from their home offices, thus completely removing any costs related to maintaining an office for your company. You can enable your customers to send their requests through phone, e-mails, or any other communication medium. The only important factor is the way in which you provide your services. Make sure to keep the levels of quality and customer satisfaction as high as possible, and you cannot go wrong. Because help desk software is so versatile, it represents the perfect software solution for any company interested in providing high quality technical support services to companies located in any country.

Cynergy Help Desk Software makes it easy to launch a ticket in less than a minute as this video shows. www.cynergysoftware.com

www.spiceworks.com – Spiceworks offers a powerful help desk software thats easy to use and incredibly robust. Their help desk tool is designed to make receiving tickets easy whether it be via email or through the web. Assign helpdesk tickets across your entire team, create new tickets while browsing network assets and much more. These tools are available at no cost and are simple to configure through a customizable web portal so, its easy to get started with your new help desk software in just a few minutes.
Video Rating: 0 / 5

www.cynergysoftware.com When performing a complext ticket search in Cynerg Help Desk you have a number of choices. Performing an advanced search allows you to search based on any of the primary fields, or secondary fields includin the user defined fields. Once you do the search, you have the ability to store the search as a group or query.

www.tophelpdesksoftware.com — A guide to top help desk software where all your questions about top help desk software are answered here.

Split — February 11, 2007

Polar, software development company specializing in IT service support products, has released new help desk software implementing the Web 2.0 attributes: open and reusable data, lightweight design, and user focused product. This is a new business model for a help desk solution with a potential to generate network effects through the user participation.

Polar Help Desk Hosted Edition features anonymous access which allows users to enter the system without authentication to view and search through the issues resolved in the help desk. All incidents resolved in help desk are visible as any other open web content. This unique feature provides the following benefits for support service providers.

Company’s knowledge and data is reusable: support representatives as well as service users can search and navigate the accumulated knowledge without establishing and maintaining the traditional knowledge base.

More visits to the web site: the issues described in the help desk appear in unpaid generic searches for the supported products or service, which means more new and quality leads for the business.

Building customer trust and loyalty: as the support data is open, the prospects can witness themselves how other customers are supported. This proves the reliable service.

“We are enhancing the product with abilities like tagging, RSS, voting, widgets to give it the full Web 2.0 power. When integrated with a web chat, we are developing in the moment, this help desk software will deliver its users the power of participation, conversation and collaboration, and thus bringing great benefits to support provider company.” said Mr. Prusac, CEO at Polar.

In terms of technology, Polar Help Desk Hosted Edition was designed from the ground up as on demand software. It makes use of the latest web technologies like AJAX to provide a fluid, browser based experience. It is specifically intended for companies (regardless of industry) who provide IT support to hundreds or thousands of their users. http://www.polarsoftware.com/products/helpdeskhostededition/index.asp

Polar was founded in 1995 and has since developed and marketed a wide range of software products. As the company is adopting the Enterprise 2.0 Best Practices in its daily business, new software products are being developed and improved by implementation of Web 2.0 Principles. “The Long Tail of Human Resources” is the new innovative approach first compiled and applied in the human resources management by Polar company.

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LaGrange, New York — January 16, 2008

Bucking the customer-focused trend, UserScape is pleased to announce the release of a mobile version of HelpSpot, web-based help desk software, — optimized for iPhone users.

Clearly Apple has proven success in the consumer market, however little attention has been given to the growing pockets of professionals looking to merge the devices of home and work. Ian Landsman, President of UserScape, speculates: “as Apple products permeate the market, in a time when the line between work and home becomes ever-more blurred, consumers are apt to move towards working on the same devices they use at home.”

In an effort to support this growing segment of business users, UserScape recently rolled-out an Apple iPhone-optimized version of their web-based help desk software, HelpSpot. “Being a start-up that heavily depends on Apple products…we’re compelled to support fellow early-adopters…The iPhone interface was driven by a need to scratch our own itch. We needed this to stay on top of our customer inquires when not in the office,” he said.

The iPhone version of HelpSpot provides users on an Apple iPhone with an experience–with respect to look and functionally–consistent with the device, however provides only the most critical piece of HelpSpot functionality needed for those on the go. Detailed information and screenshots can be see found on the HelpSpot site.

HelpSpot’s comprehensive API, rolled-out last October, made the development of this interface possible. The iPhone interface not only fulfills a need but also serves as a sample what can be created using the API. For more information on HelpSpot’s API, see the HelpSpot API Manual on the HelpSpot site.

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Virginia Beach, VA USA — September 25, 2006

Novo Solutions Inc. announced the release of 4.3, the newest version of their popular web-based customer support software. The biggest changes are seen in the Help Desk Software.

Powerful Administrative Dashboard

Version 4.3 makes use of the latest ASP.Net technology. The new admin dashboard features customizable dashboard elements that are able to be set to each administrator’s specifications. These views are then further customized by dragging and dropping them onto the desired place on the dashboard screen. Real time lists and reports are able for viewing at-a-glance

Metrics on Demand Reporting

The new report engine offers dozens of pre-built reports for administrators. Report collection is updateable via the Internet and as new reports are available they can be downloaded instantly. Even more, the report engine integrates with the Administrative Dashboard; clicking on certain dashboard elements automatically runs drill-down detail reports. Reports are configurable as drill down charts & graphs.

Ticket Enhancements

In addition to the standard Novo ticket features, the Enterprise version offers enhanced ticket capabilities. Tickets are now able to be copied, memorized and scheduled for recurring tasks. There is also the ability to create an unlimited number of ticket templates to create simple to complex ticket entry forms.

Other Key Enhancements

•Other Help Desk Software enhancements include Time Management improvements. Business Hours & Holidays are able to be defined for proper ticket time management.

•SLA Management even more powerful in version 4.3. End users can be associated into service level groups with an unlimited number of related business rules enforced. Tickets are able to auto escalate or be re-assigned to another person or team, and auto email notifications can be sent to appropriate Help Desk personnel if a ticket is not responded to or closed within the defined time period. Service level log events can be defined as “informational”, “warning” or “failure” allowing report generation on “failures” and “near failures”. Charts of SLA performance may be generated as needed.

For more information on the Novo Suite of Customer Support Software products go to the company’s website at http://www.novosolutions.com .

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Help Desk Software: The Goal is Efficiency

Help Desk software enables the Help Desk of any organization to run more efficiently and handle the essential, core elements of recording and tracking support requests. The Help Desk, which is a hub through which all hardware and software problems run, must be effectively managed and well-organized in order to keep the company running as well.

The Help Desk serves an invaluable function — bringing together all the necessary resources and know-how to address and solve complex technological issues. Whether support is being given internally or externally, the success of the Help Desk determines the success of the company.

Help Desk software automates the often labor-intensive and sometimes disorganized process of managing and addressing technical help requests. Systems can range in complexity from basic ticket logging to fully integrated CRM (Customer Relationship Management) systems.

Help Desk software allows the support department to have complete, automated control in tracking and resolving support requests. It regulates the assignment of the individual tasks and actions involved in the complete support process. That’s because, no matter how capable employees might be, details in the support sequence can be missed, especially in the follow-up process, and this can lead to system failure, unhappy employees and dissatisfied customers.

Help desk software keeps reliable and accurate records by:

Providing a knowledge base of past calls and their resolutions which keeps the support process always moving forward.   Providing an audit trail so all actions for each particular ticket are documented and recorded so steps are not skipped or missed. Identifying major issues that should be examined for the continuing improvement of services and products.

The Help Desk is the heartbeat of the organization. When it’s organized and well-managed, the company runs smoothly and customers are satisfied. With the right software, tracking and completing support requests becomes a simple process that helps the company be more effective, efficient and financially successful.

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