Web based help desk software is primarily used to track and solve IT problems that arise among a company’s users across the enterprise. The solutions have been enhanced over the last 15 years to provide improved performance versus traditional mainframe help desk systems and manned phone banks. In the last few years, the industry has [...]
Virtual help desks have emerged as a method for companies to virtually dispatch technicians and operations experts to solve user issues, both internal and external. Most types of virtual help desks have proven to keep customer satisfaction and employee moral high, while reducing expenses and maintaining a more effective support system. Quite often, help desk [...]
Almost every business has to provide customer service, no matter its size. The nature and scope of that service has evolved over the years, with companies looking to maximize customer satisfaction while keeping costs at a minimum. Today, there a number of effective strategies to improve customer service and several companies provide help desk services [...]
Making the right choice between available help desk systems is one of the most important decisions a company can make. The help desk has evolved over the years to the point where it is now the central hub from which all IT-related support flows. The right choice will ensure the company runs smoothly and has [...]
For a help desk system to efficiently resolve internal and external requests for service, the requests must be tracked for initiation to resolution. Job ticketing is the process of creating a record of the request. Using a job ticketing systems allows a business to provide better service while incurring lower expenses to achieve more satisfied [...]
In this age of global competition, many businesses are seeking better ways to use information technology to automate business processes and manage operations. One strategy implements a lean IT Service Management (ITSM) strategy that provides a customer-centered approach to managing IT processes and their supporting structures. Similar to the lean management techniques that have become [...]
For small- to medium-sized companies that need a help desk but can’t afford the high fees and implementation costs of software solutions from the industry leaders, such as Remedy, there are options available in open source help desk solutions. An effective help desk system can produce greater customer satisfaction, more productive employees, and enable better [...]
Software solutions created to manage corporate help desks have many powerful features that make their value proposition very attractive to businesses of all types and sizes. This article explores the key features of the most popular help desk solutions to help you make the right decision for your company. One of the key features to [...]
Most companies don’t bother implementing a help desk until it’s become very clear that one is needed. Waiting until that point in time, however, can cost a company in lower employee productivity, higher turnover, and lost business. It’s important to have a finger on the pulse of the company when determining the right time to [...]
