Help Desk Software
Help desk software is essentially a central point through which customer service problems or issues are reported, managed and co-ordinated. From a general perspective, it is an natural part of the service function, responsible for gathering resources together to address the problem or other issue.
Help desk users can of course be internal or external, making the function potentially important in terms of both the companies smooth running and the quality of customer support offered.
HELP DESKS: THE PAST AND THE PRESENT
- Helpdesks have traditionally been used by Call Centers and companies catering for customer support enquires on pre or post sale issues.
- Telephone support was the main media for providing support until the advent of the Internet. This has a number of weaknesses such as
- Clients get frustrated while on hold or navigating the automated telephone answering machine.
- If telephone messages are left then the client is not sure that their problem will be dealt with.
- More calls need to be made into the call center for reports if telephone calls are not made back.
- Companies cannot predict the amount of calls, especially during system outages or new product launches. This results in the need to have spare capacity in the call centre or losing customers.
- Customer must explain their problem, often to somebody unable to resolve the problem.
- This all adds up to additional costs of providing customer support through having spare staff, often under telephone switch systems and associated equipment, phone call charges as well as the potential unsatisfied customer.
- The Internet provides a media for potential and existing customers to communicate directly with a supplier and to review and often buy their services on line.
- The advent of the email culture openes the methods of customer support up but did nothing for the management of the process. Without full email with a helpdesk system, there is a chance that the support process would move to email and a series of emails would flow between the customer and the customer support department. History of individual calls or information about past calls would be lost.
- The internet (or Intranet ) systems have a number of pluses that overcome the limitations of a telephone helpdesk.
- The Internet helpdesk complements the process and gives the customer a direct route into the helpdesk and took away the need for expanding the telephone call systems. Few companies have this potential.
- Available 24 hours a day, 7 days a week – even if the call center is closed. This is important in today’s business world where staff often work late or customer/staff are based overseas.
- More comprehensive help facilities can be provided such as FAQ’s and a knowledge base.
All departments in an organization effectively provide a helpdesk for staff to get assistance on a wide range of technical matters pertaining to that department.