Using a help desk software for providing first hand support to any service related or product related query has proved to be very effective in IT service management. All big business houses, especially the software or infrastructure service providers, Telecom companies, banks and financial institutions, product vendors are finding it easy to handle loads of customer queries and various service requests.
This also functions not only as a bridge between the external customer and the supplier it can also act as the first point of contact for any service related queries within the same organization.
This acts as platform for a single point of contact for the customer for all his queries and issues. Customer need not run around the bushes to find out who can answer his queries or help him out of the trouble. It also helps create the bare minimum for customer relationship management in the competitive world.
Help desk software is cost efficient for the service providers. This incorporates centralized functions to co ordinate customer queries rather than opting for multiple contacts.
The help desk software gathers all details of the service request, complaint, or queries that the customer raises. Simple queries are answered immediately and call is closed. Complex queries are routed to a different contact for a specific service through this help desk software.
If the service request cannot be resolved soon or requires specialized knowledge, then a call is logged with a unique ID number. This is called the incident ticket. This support ticket then forwarded and assigned to the correct support group. Depending on the occurrence ratio of similar requests or complaints, the queries are resolved accordingly by the respective group/s. Depending on the nature of the ticket or complaint; it might lead to a change to or replacement in the product or service that is in question.
The help desk software is programmed to act according to the priority and the severity of the incident. Usually they also track the developments and the status of the incidents, updates the customer about the progress or status of the ticket.
Once the incident is resolved, the issue is close after re-confirmation from the customer.
You can either purchase help desk software or find such a package free. These are multi functional devices that enables streamlining technical doubts. If you are a small business entrepreneur, free software can do the trick. For large business these software often need to be customized for various activities. In that case, it is best to buy it or order it to tailor it to the business requirements.
