Last week’s DEF CON revealed just how easy it is for hackers to obtain critical business information from cheerfully unsuspecting help desk services. In a demonstration, “Wayne,” a top social hacker from Australia, managed to acquire enough information that could ruin the Fortune 500 company’s IT systems through an obliging call center operator. He came [...]
Help desk software maker Zendesk struck a deal with Twitter to let companies monitor tweets to connect with customers over customer service questions and concerns. Many businesses use Twitter, which has more than 100 million users, to see what their customers are saying about them. Employees have e-mailed tweets, the short message methods popularized by [...]
Business thrives when IT runs smarter, faster and stronger. That’s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Salesforce.com is going to resell BMC ServiceDesk on Force.com to further accelerate momentum. BMC Software and Salesforce.com, the enterprise cloud computing company, announced their strategic alliance [...]
Help desk software is a necessary improvement in customer support. Service that relies on direct phone contact is inefficient and unpleasant. Effort is wasted when call representatives must handle a multitude of questions without prior information, in a process repeated with each customer. Any information sought by caller support is done after the fact, through [...]
Service-now.com announced their record customer and revenue growth for the first quarter of 2010. Service-now.com is an IT Service Management SaaS and IT Service automation provider. The company revealed that after only three quarters of business, the company was able to increase revenue by 154%. In the last three months, Service-now.com was able to beat [...]
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 [...]
Zendesk prides itself on being a help desk company that pushes the boundaries of help-desk technology, and earlier this month they added new functionality to their platform with an email marketing integration from Contactology. North Carolina-based Contactology offers email marketing and online surveying technologies, and the integration with Zendesk’s on-demand product will allow users to [...]
Matrix42, a company providing client lifecycle and IT service management, announced a survey study of theirs concluded that 80% of companies would be deploying user-self-help portals for software requests and/or IT services. The survey specifically asked participants whether their organization would allow end-users to begin Windows 7 migration themselves, through a self-help portal, and of [...]
Alloy Software, a company providing service and asset management solutions, is a young company that’s starting to make a big impact on the IT service desk market. This week it was announced that, for the second consecutive year, Alloy was named one of the fastest growing private companies in America by Inc. Magazine. Plenty of [...]
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 [...]