Best features of a Help Desk Software

What is a Help Desk SoftwareHelp desk software is a tool that can be used as a resource of information or assistance. It is very normal that several problems and difficulties arise when a person is using a computer. In times like that, a person, for the cause of troubleshooting, needs these help desk softwares in order to solve it easily, quickly and without any major problems. It is these help desk software that give the info on what to do and how to do in case of a problem. Also they give information about the package that will be beneficial for new users to get used to the tool.Functions of a Help Desk SoftwareA Help desk Software is not made for a single function or use. It has a wide variety of uses and functions. The major function is providing information and assistance for troubleshooting and for learning purposes. The Help Desk Software also needs to find a problem, analyze it and hence provide a proper and efficient solution for it. For this reason, they can also be called as a Local Bug Tracker. This software can be of good use in preparing a solution. The Help Desk should satisfy the customer and should be able to provide information on his technical problems and create a user friendly atmosphere.Features of a Help Desk SoftwareThere can be hundreds of features that can be added to a help desk software. But some features always stands up tall. Similarly, there are some features in a Help Desk Software that make it one of the most important and great tool. They are as follows.Multi-Channel CommunicationsThe Help Desk Softwares help to provide a communication means among several employees and also with staff and technical persons. It also helps to connect people in remote places. It can hence provide faster solutions for them and helps to increase the efficiency. They enable these communication among several channels.Activity TrackingThe help desk software helps to find out open issues and as a result any authorized user can monitor the status and if any problem persists can guide to solve it. This may ensure prompt solutions and faster solutions as well.Reporting and AnalysisThis is one of the major features on the help desk software. It can also be said as the most important. Suppose that a problem has occurred in a system, then the software runs through everything and hands out a report on what has occurred. It also analyzes the problem and gives a detailed report. This ensures no such future problems.Real Time AlertsThis feature helps to show the user what he is doing and what might be the consequence. Suppose if the user commits a small mistake, then the help desk software immediately alerts the user on what he is doing and also tells that possible error that might occur due to that.Self ServiceWhen a problem arises, every time, the user shall not call the technical person to solve it. These help desk softwares help the person to solve it by himself and ensure that the work is done faster and also efficiently. By this, it reduces the workload of technical staff as well.

Help Desk Software for Better Customer-support Service

If you are the owner of one or more websites, you know how important it is to keep in touch with your visitors and quickly respond their questions. If you have an electronic commerce business, you are surely very careful with your clients’ needs and try to satisfy their demands in a very short time. In order to keep your customers satisfied, you need a professional and efficient customer support service, to keep track of your client’s requests and solve them in due time.

The first step is to have adequate software. You need good help desk software that manages your clients’ demands, comments and questions. The second step is to have a well-trained staff that knows how to use web based help desk software efficiently, to generate immediate response to the customers’ problems. You may wonder how web based help desk software works or how it could help your business become more profitable.

Customers are becoming more and more demanding and it is not enough to thank them in a message for their interest. You need to prove them that you have fully understood their problem, thought about it carefully and are now able to provide them with detailed suggestions for solving it. Help desk software enables customers to create tickets through an online form or email, in order to help you keep track of the history of a request: when it was created and when it was answered. There are also other facilities, such as automatic e-mail notification (which means that all operators receive notice when a new customer inquiry arrives), a searchable base and reports analyzer (to help the operators offer direct solutions to raised issues).

With the help of new help desk software, you will be able to react in due time to your customers’ problems and give them immediate feedback. Customers will surely appreciate your concern and professionalism. You can now organize your customer support and avoid embarrassing situations, such as the one in which two members of the team have answered the same client, concerning the same problem. This situation is unpleasant because it makes the company look unprofessional.

Web based help desk software circumvents such situations by requiring the operators to claim an ownership over a ticket before answering a client. You will be able to see every e-mail’s message history, including the operator responsible for it and the current state of the message (responded or not). Other important information such as the client’s name, reason of inquiry and date will appear displayed when talking to a client, so that it is easier for an operator to solve the problem.

If you have seen the advantages that help desk software can offer you and you would like to try it, we offer you an affordable and reliable version of web based help desk software. You must not forget that a close connection with the clients is the key to successful businesses. The more you know about your clients’ needs and the complaints that they have the better you will know what to offer them.

When you have a problem, you expect it to meet its solution as quickly as possible. Is this right? Your clients surely feel the same way. Of course, it would be better to encounter no problems at all, but nobody can ask the impossible. However, a prompt and efficacious response from your company will make a very favorable impression among the customers. This is where the utility of help desk software makes its point. If you have an electronic commerce business, you probably get every day many inquiries from your customers, asking for information, or complaining about something. To maintain a good image of your company, it is important to answer these inquiries promptly and efficiently.

Help Desk Software For Small Businesses

When profits go down, the first area in which a small business may want to save money is its help desk. This type of frugality has its costs, however, in the form of long call backlogs, angry customers, and eventually even lower profits. A better option would be to improve the efficiency of the help desk in order to ensure even better service at a lower cost. One of the best ways to accomplish this task is by purchasing help desk software to streamline operations.
There are a variety of help desk software packages on the market. Among the most popular are Support Wizard, Parature, and FootPrints. Help desk software can assist the small business owner in comprehensive, adaptable problem resolution including generating and tracking tickets, responding to requests, and automating communications using outlets such as through calls or email. Help desk software is particularly useful for small businesses in which key personnel often travel, because it can allow access to the help desk over the Internet.
In case you think it’s too expensive, consider the costs to the customer of a software-less help desk:
o Time wasted deciding where to go for help.
o Time wasted on hold for customer support personnel.
o Time wasted reading through dense product manuals.
o Time wasted through poor procedures and practices.
Ultimately time wasted for the customer will result in dissatisfied customers and poor business performance. Direct costs to your business may include:
o Lower employee productivity when staff is called away to assist.
o Duplicated support efforts.
Nevertheless, be prudent when considering the purchase of help desk software, because not all packages are appropriate for small businesses. Some packages include hidden charges such as frequent updates, so it would be a good idea to find out what updates are expected and how frequent they occur. Nevertheless, think carefully before going to the other extreme and using free help desk software available on the Internet – these packages usually have serious limitations and are appropriate only for very small operations. Nevertheless, small businesses should choose software with a relatively small number of features. Keep it simple because it’s unlikely a small business will need every feature of a complex product, so why pay for it?

How Help Desk Software Can Benefit your Business

There is no small organization or large corporate network remaining in business for longer without an adequate customer support service for troubleshooting.

Customer Support Software and Help Desk Software are useful aids to manage your communications with both actual customers and potential clients. This type of software help you centralize email inquiries, live chat sessions, and online issues among other activities.

A typical Help Desk Software package often includes a convenient way to record issues received by phone, as well as those submitted via online support ticket system.

Help Desk Software also contributes to enhance interaction between staff and customers, providing them with top-notch technology that usually comprises knowledge and problem management, workflow, data analysis and reporting of issues submitted each day.

It does not really matter if your business is as small as less than three people working hand in hand, Customer Support Software and Help Desk Software will create the necessary aura of professionalism that your business needs.

Detailed reports and analytics are basic to tackle effectively all those issues handled by your Help Desk Software on a daily basis, but the software itself contributes also to develop teamwork efficiently.

Taking advantage of modern technologies, Help Desk Software enables Staff to Staff live chat, and it can also be configured as add-on package for other compatible Customer Support Software.

When it comes to determine which is the most adequate software for your company, experts recommend evaluating your present technology and consider an upgrade if necessary to make sure your chosen Help Desk Software is compatible with your business system.

There are software packages expressly developed to work under certain native operating systems that run on personal computers, such as Windows, Linux or MacOs.

However, numerous Help Desk Software packages are developed as scripts that run basically over an Internet Server, while others combine both,a server-side Customer Support Software, and a Help Desk Software client running from your PC or used for remote administration.

Furthermore, doing a research on a comparative basis among the different customer support solutions available in the market you will find that many of them are compatible with software that you already use, including Microsoft Outlook, Word, or Excel.

This characteristic allows a seamless integration of new Help Desk Software into traditional software applications you are familiar with, making easier updating contacts, sharing task, events, and bits of information already recorded elsewhere.

Just by adding Customer Support Software or Help Desk Software to your business, you are adding value to your products and services, promoting tacitly trustworthy and customers’ confidence.

While Customer Support Software is focused to provide assistance to your clients whenever they have a trouble or need something to ask for, Help Desk Software is aimed to offer a global solution to manage different aspects of you relationship with clients and staff interaction.

Help Desk Software improves productivity of your business and efficiency of your workers, increasing also customer satisfaction and improving communication and troubleshooting.

There is another fact to keep in mind talking satisfaction of your customers. The Internet has literally diluted geographical frontiers so if your business is online, it’s more likely that international customers approach you.

Whether national or worldwide, the implementation of Help Desk Software is an excellent strategy for any business, reducing the need of toll-free hotlines, and saving money in long distance calls between offices, or those calls placed from customers located abroad.

In the other hand, if you are running a conventional telephone support, the installation of Help Desk Software onto your system will lead you to identify those areas requiring more attention or substantial changes to improve performance and boost your sales.

Customer Support Software is also a convenient way to obtain feedback from users of this system. Afterwards, the information obtained can be added to your Help Desk Software database for further analysis and improvement of your business affairs.

Act now and let that your Help Desk Software reveal you the secrets of customer satisfaction contributing to your success.

Hosted help-desk software? Is it better than a downloadable help-desk software?

Customized software can have a great impact on your business; no matter if your business is small or big. For instance, some desktop products such as MailJet will send personalized mails to a clients list, and software product such as RSS Feed Creator helps create, edit and publish feeds and podcasts, Network Sniffer software will help you view IP packets over a network and a System Purifier will act like a file shredder and junk file finder. All of these desktop products will make any webmasters life so much easier.

Then there are several server software products such as Jitbit Helpdesk and AspNetForum that are offered these days which are quite helpful for a webmaster.

What is hosted help-desk software?

Quite contrary to the downloadable helpdesk software version, hosted help-desk software need not be downloaded, installed and run. If you are not a tech-savvy it is better to have a hosted help-desk instead of the downloadable version. The software runs on the developer company’s servers and it is the developers who monitor the software and fix bugs.

How does hosted help-desk software work?

A client will take a name and logs in to the hosted help-desk software. He submits trouble tickets which are handled by the technicians afterwards. The web server and the entire database are maintained by the developer company.

Which is better a download version of help-desk or a hosted version of help desk software?

In the downloadable version of help-desk software, you need to do everything: download, install and run. It no doubt has met with success. But should you have issues with your servers, it might just be that you can as well try the hosted help-desk service. But make sure the company has problem free servers and provides 24×7 monitoring.

Issue tracking also becomes easier through a hosted version as compared to a downloadable help-desk version. Because as the company maintains the database with every problem fixed, the software ticket system will close the issue and the same will get published in the knowledge portal. Additionally, hosted help-desk software generates reports with the option of even exporting it to your excel. All implying that issue tracking becomes less cumbersome and more qualitative.

Additionally, user’s e-mail messages will be translated into support tickets through the software and it will notify both the hosted company’s customer support as well as the user. This makes issue tracking easier, less time consuming while also reducing the operational costs for the user.

What next?

Do some due diligence. Do not compromise on your requirements; choose the hosted help-desk software that matches your needs. Read through the real customer reviews of the hosted help-desk software users. Get your doubts cleared and talk to companies that offer the service and check for prices. But more importantly check the customer support they offer and see if the price and package fits your requirements.

Finding Free Help Desk Software

For small companies, downloading free help desk software may be ideal. Many companies do not offer free software for more than 100 computers, so if you have a larger business, it is like that you will need to purchase a larger version.www.yourefforts.info

Many online companies offer free help desk software. Most of these programs are downloadable, easy to install and relatively easy to use. One company, HelpDeskReloaded.com, offers an excellent free help desk program with almost daily updates.

As a business owner, you may have questions regarding the use of free help desk software. For instance, how can companies turn a profit while offering a free product like this? Many help desk software providers offer limitations on the number of computers that can access the software, some have limitations on the number of tickets supported and some programs are supported by advertising frames. For a small start up business, these limitations may not hinder the purposeful use of the program. For others, it may be necessary to upgrade the account in order to obtain full access to the particular program.

Free help desk software programs usually offer the same features and functions as purchased programs. Some of the features may include the ability to share trouble tickets with the entire support team, tracking the status of the trouble tickets to ensure their resolution and the ability to manage tickets to ensure they are directed to the appropriate personnel. Most free help desk software programs are fully functional and offer businesses a comprehensive solution for their needs

AJ Help Desk Software ? Web Based Help Desk Software

Hi Everyone ! This article will surely let you know the new product of AJ Square Inc. They have release AJ help desk software before few days. I am going to write about the Aj help desk software products and its important features and also some reasons for why I am preferring this software than other softwares on market.

The AJ Help desk software support product is a must-have for any new or existing on line business. Even if the majority of your business is off-line, many people prefer on line product and service support. Customers need their questions answered quickly and personnel need a way to effectively manage their work. Help desk software is an economic , easy-to-use and useful tool for the growth of your business.

It helps customers who can simply submit an inquiry to the appropriate department and expect a timely response. With the use of this product the customer and technical support staff are better able to manage troubleshooting. Here below I m going to mention some significant features of AJ Help desk software.

Troubleshooting feature solves and gives remedies for all queries pertain to different norms. It is a form of logical and systematic search for the source of a problem so that it can be solved, and so the process can be made operational again.

AJ Help Desk satisfies the desire of people who liked to download video of all important material by use of Video Tutorials feature. By using this feature every one can gain valuable information and upgrade their knowledge

Live support provides an opportunity for experiencing the effective Live Chat Services support for communicating with qualified technical executives. It helps to interact with the help desk person by the client or user.

By using the ticket facility the customer’s can post any query and get speedy replies with immediate solutions for their queries. By use of this feature the clients can benefit effective  solutions for all queries that is posted as Tickets.

Hope I this article about the help desk software will let you know little a bit about uniqueness of AJ help desk software.

Look for a User-Friendly Internet Based Help Desk Software Solution

In today’s business climage, the online services of just about every successful business is becoming crucial to its present and future viability. Because of the way online business operates it is important to have customer support systems that operate with a minimum of intervention by the IT team.

At the core of a useful customer care system is help desk software that could be counted on day in and day out. What you wouldn’t like is your IT department having to be spending a significant amount of time hand-holding clients as they try to use your help desk system.

Indeed it is ideal if they spend virtually no time detailing the system to clients, testing it when clients wonder if it is working properly, or reconfiguring or reinstalling it when something fails with the system.

This is specially the case with small business help desk software. This is in point of fact the sort of relatively simple package made specifically for small establishments that don’t have a dedicated IT person. These users require an easily installed, easily set up and easily maintained system. Anything else would be very tough to keep up and would soon fall out of favor with the people trying to use it.

Several functions set a suitable help desk solution from one that is completely unacceptable. First, as we have already said it should be easy to set up. Secondly it ought to be easy to configure. Third it should be effortless to maintain. These are the most significant criteria from the IT management point of view.

Equally important if not moreso, the users of your help desk system must get the features they need most.

First of all, it should be easy to use. Ease of use is one of the most important features of any small business softwere.

Secondly it ought to provide your customers what they want – a relatively easy way to get answers to their queries. If it consistently does not give them the answers they are looking for they will simply stop using it.

Thirdly it should make it possible for your support staff to give answers rapidly. Assuming they know the answers, you certainly don’t want your software standing in the way of efficiently responding to customer queries.

Fourth, it is very important that it keep track of inquiries correctly. This is useful to provide a history of queries from different people.

Fifth, it should be tightly integrated with a knowledge base system that anticipates common questions and answers so support staff don’t have to reply to the same questions over and over again.

And sixth, your service desk software ought to give you a history of specific queries which clients can access without involvement from support staff.

If you can find help desk software that provides all this information and meets these criteria then it will be very useful for the day to day operation of your business.

Using ASP Help Desk Software to Improve Your Organization

Executive Summary
The environment of Help Desk and Customer Support is changing rapidly today. Instead of merely responding to a disgruntled caller with a problem, then solving the problem, or worse, taking down the information to find a resolution to the problem, ASP Help Desk Software and Customer Support Centers have to become a resource for the solution instantly, and hopefully be able to offer multiple solutions to the end user so they can either solve the problem on their own, or in best case scenarios, the Help Desk can offer potential solutions before the issue arises.
These “proactive” resources to solving problems have to come with a measureable ROI (return on investment) so that management can actually measure the cost of the Help Desk and apply a line item figure to the weight applied to the overhead of the organization. As well, many times the organization may actually realize additional income/profits as a result of the ASP Help Desk Software offering money-saving ideas to the client which result in larger sales to the organization that it is servicing.
The Balancing Act of the CSO
The environment of Help Desk and Customer Support is in a state of change – change that is driven by the pressures of the market and a change that will make them smart and flexible. Customer Support and Help Desk managers find themselves walking a tightrope to accomplish the transformation from necessary cost center to valuable profit generator.
The Help Desk no longer consists of one person or a few people using the phone to respond to the problems of disgruntled callers. Customers are impatient with a representative who must take down their information and then seek a resolution to the problem and, hopefully, respond with ideas for a resolution. In many cases, the Customer Support department has not grown in numbers, but now those people, with very limited financial and time resources, are asked by management to contribute to company growth, customer loyalty, and company recognition.
This small number of Help Desk representatives must support a large number of customers in a wide variety of countries using an even greater number of languages. To further complicate the situation, companies are now diversified which means they are selling an array of products and/or services which must be supported. As companies continue to struggle to make profits, the budget constraints on every department including Customer Support become more stringent.
The Customer Support Organization (CSO) representatives are often the only emissaries of the company that have personal or frequent contact directly with the customer. Therefore, smart CSOs need to become a resource for instant solutions to a myriad of problems. In today’s environment, it is critical for each company to elevate their service level to their customers as a way to differentiate themselves from their competitors. Satisfied customers become repeat customers and refer their associates. Happy customers are reflected by the various indicators of customer satisfaction, for which the CSO is accountable.
In order to make the best use of customer contact, smart Help Desk representatives need to utilize a wide variety of tools and communications channels like the internet, e-mail, and an online knowledge base to anticipate and solve customers’ problems. Smart Help Desk reps must take advantage of various methods of gathering customer data for future use. Understanding individual customers and groups of customers aids the CSO in anticipating their needs and problems and that information is then passed to the product management team to improve products.
Having more data on the customer is expected to impact the bottom line of the company as management demands that every department be an agent in growth and profit-building. This database of information is used to offer money-saving ideas, anticipate needs, generate renewals and contracts, and up-sell and cross-sell. As proactive resources are increasingly implemented, companies see a greater return on their investment (ROI).
The Basic Stages of the CSO
The original Help Desk was a Reactive Help Desk . It was a place to phone to ask a question or get a solution to a problem or malfunction. The customer initiated the interaction which was limited to what the people who were working knew about the product. In rare cases, the customer got to talk with a technical person or engineer. If that person could not answer the question, then he wrote down the information and asked someone in another department. Seldom was there a written manual or any repository of questions and answers. With the advent of e-mail, customers e-mailed a question with the hope of getting an answer back within a day or two. The main objective of the reactive Help Desk was to satisfy the customer by resolving the problem in a reasonable amount of time. The efficiency of Help Desk personnel was judged on the number of first-call resolutions and average hold times. These centers were considered overhead with negligible added value.
Most Help Desk s have progressed to Responsive Help Desks. This improved situation takes advantage of past reports from customers to create a common knowledge base to be applied across channels, allowing for better case management. Usually the knowledge base is available for self-service on the company’s web site and allows for users to send and receive e-mail tickets to report problems and get help quickly. Responsive Help Desk s allow for follow-up and feedback which further add to both the customer and product information databases. The objectives are a customer who is happy with his rapid problem resolution and the reduction of per service incident costs. Coincidentally the marketing and product management teams get useful feedback. Responsive Help Desks add value to the company which gives them credibility and resource allocation.
Proactive Help Desks deliver a full complement of Customer Support. By taking advantage of a common knowledge base and a repository of information about individual customers and customer segments, common event histories, and cross-channel Customer Support histories, they are able to anticipate customers’ needs and pre-empt service inquiries. Using a variety of communications channels such as web self-service, e-mail, targeted broadcast e-mail, automated “notify-on-change” mechanisms, and customer satisfaction monitoring systems, the Customer Support organization can better manage customer relationships by anticipating customer needs, pre-empting service inquiries, predicting customer concerns and needs, and identifying and acting upon sales opportunities. The CSO adds revenue, thereby optimizing business growth and profitability, by cross-selling, up-selling, and solidifying renewals and contracts. Because the customer’s expectations are exceeded, he recommends the company to others. CSOs that are able to contribute revenue to the company impact the morale of the company as well as playing a significant role in the growth and profitability of the company. The higher morale within the CSO further enhances the customer’s experience.
Three Basic Stages of Customer Support
ReactiveResponsiveProactive
Ability to help customerAnswer customer complaints and questionsAnswer customer needs, questions, and complaintsAnticipate customer needs, pre-empt service inquiries, predict customer concerns and needs, identify and act upon sales opportunities
Ability to utilize past knowledgeLimited to what people working at the time know, maybe an internal manualCommon knowledge base, common event histories, case managementRich common knowledge base, repository of information about individual customers and customer segments, common event histories, cross-channel Customer Support histories
Ability to utilize channels of communicationPhone, manually reply to e-mailWeb self-service, second generation e-mail response management, common knowledge base, phonePhone, web self-service, e-mail, targeted broadcast e-mail, automated “notify-on-change” mechanisms, customer satisfaction monitoring systems
Main ObjectiveProblem resolutionProblem resolution, happy customer, reduced per service incident costs Exceptional customer satisfaction, lower service costs, revenue growth, deeper customer relationships, positive contribution to P&L
Performance MetricsHold times, first-call resolutionCustomer retention, various feedback mechanismsVarious feedback mechanisms, service level metrics and alerting, business growth through up-sells & cross-sells & renewals, deeper customer relationships
Business ImpactCost center, negligible added valueEfficient, good feedback for marketing and product management teams, usually a cost center with some added valueRevenue growth, a definite profit center working with sales, higher morale and motivation in the CSO, good feedback for marketing team and product management team, significant differentiation from other companies
The Keys to Smart Help Desks
With the right planning and investment, CSOs can become smart — really smart – and take advantage of the extraordinary opportunity to transform themselves from low-morale cost centers to powerful, fully integrated agents of business growth which boost morale as well as profit for the whole company. There are five keys for Help Desk s to become Smart Help Desks.
- Have a clear vision
Managers need to fully comprehend the potential role their CSOs can play in generating revenue and optimizing customer relationships. They must have a strong sense of how customer interaction histories can be leveraged to discover revenue opportunities. Management needs a clear understanding of how to build and equip a Proactive Help Desk .
- Get executive and management support
Creating a Proactive Help Desk demands a paradigm shift that must be embraced from the CEO all the way through the entire company. Executive level support is essential for funding the proactive CSO. With full management support, strong working relationships and seamless business processes can be facilitated between the CSO and other departments such as sales, marketing, and product management.
- Implement new business processes
Because paradigm shifts are necessary, new cross-department processes must be designed and implemented. New customer-opportunity profiles, business rules, and call scripts must be created.
- Install the right technologies
The technical infrastructure of the company needs to be up to date. All communication channels need to interface seamlessly. A customer-driven knowledge base must be available online. This sets the stage for deployment of enabling technologies such as intelligent outbound e-mail communication and real-time opportunity analytics.
- Team with an experienced partner
A reputable, well-established consultant or partner will enable you to avoid making the same mistakes many others have made. This is also the best way to reduce the cost of missteps and ensure optimized Help Desk performance with options such as ASP Help Desk Software.
Conclusion
Today’s market pressure tightrope presents a tremendous opportunity for CSOs and CSO managers. It positions CSOs to play a major role in business success. Rather than being a cost center whose job is to simply prevent customers’ problems from disrupting the business, CSOs can proactively help grow corporate revenues, profitability, and marketshare. Proactive resources for anticipating and solving problems come with a measureable ROI (return on investment). Management can actually measure the cost of the Help Desk and apply a line item figure to the weight applied to the overhead of the organization.
CSOs and Smart Help Desks which are able to implement significant cultural, operational and technological change will aid their companies in growing market share and realizing additional profits. These CSOs and Smart Help Desk s will raise the level of expectation among customers and set their companies apart from their competitors.

Free Help Desk Software Download- How to Download Helpdesk Software for Free

You know how having your own help desk software helps your business increase your profits, by having happier customers. Because when you show you can take care of their questions and problems effectively and fast, they are going to love buying from you.

But there is a small challenge here…

Helpdesk software solutions usually don’t come cheap. If you have done a bit of research, you already know most of the famous help desk software out there is quite expensive.

So is there an easier way? Can you really find a powerful, all-in-one help desk software to download for free?

The good news is, yes, there are some professional, great help desk solutions that are not only easy to use and very powerful, but also totally free to download and use.

It is like a secret weapon many famous companies use. Actually you may have already been there and used the free helpdesk interface thinking how professional it was and it should have cost them a few thousand dollars to build.

What you probably didn’t know was it was actually a free helpdesk software they easily downloaded online and customized it for their business.

Wouldn’t it be perfect if you do the same and make such a powerful impression on your customers?

Another name for these free solutions is open-source help desk software. It means the source of the software is open to public users to download and change to any way you wish.

Isn’t it just perfect for your business? You can simply download them for free and then customize the software for your business to match your exact needs.

How to Find the Best Free Help Desk Solutions?

If you search online, you’ll see there are quite many websites that offer you the promise of great free help desk solutions. But the secret is, what most of them are offering is actually a free trial of their expensive software.

So after you try and like the software, you have to pay hefty amounts of money to be able to continue using it.

But what about truly free helpdesk services? There are a few secret resources where you can find top quality helpdesk software to download for free.

By discovering where to find them, you will get an unfair advantage over your competition.

Free Open Source Help Desk Software to Download

Are you looking for open source help desk software to download for free and use for your business? Then this helpful guide is going to show you secret resources to find your software and get access to it easily.

You know how having a powerful, easy to use helpdesk system is important to your business. Because if your customer see you take care of their questions quickly and effectively, you will win their trust and they will buy from you again and again.

So where can you find a powerful help desk software that does all this for you?

As you already know, there are many companies who offer various helpdesk systems. Most of their solutions come with a hefty price tag which you may not want to do.

So is there a smarter way to save money and still get a powerful help desk software?

The good news is… Yes, you can find some resources online to download top quality free help desk solutions.

They are also called open source help desk software.

It means you can download them and use them for free forever. Open source software solutions are for public use. You can even customize them for your business by adding your logo, desired color, and so much more.

Isn’t it amazing? Open source help desk solutions really give you the ultimate edge to get a powerful helpdesk software for free and use it in any way you wish.

How to Find the Best Open Source Help Desk Solutions?

There are quite many websites out there that offer different open source software solutions. But how can you find the best one with the best quality and ease of use?

Here comes the tricky part, because all of them claim their software is THE best in the market. But as you know, this may not be always true.

By finding out which free help desk software is really the best for your business, you save yourself months of your valuable time that otherwise would be wasted on a poor quality one.

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:

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.

How Help Desk Software Will Benefit Your Business

Help Desk Software is everywhere in the business world today, however, many businesses are not taking full advantage of this incredibly powerful tool. The power to create, expand, and maintain mutually beneficial relationships between a business and its clients is all within reach when help desk software is used to its full potential. Below we will discuss a few ways we can maximize the use of this powerful tool.

Efficiency. The use of live web chat, real time tracking, and other such components found in many helpdesk software programs greatly increases the efficiency of a customer support team, by allowing team members to assist more clients at the same time, and by allowing team members to see the current disposition of help desk tickets and view work done as it is done.

Multichannel Communication. By making use of various modes of communication i.e. web based chat, email, phone support, etc, clients are able to interface with business in multiple ways allowing for the client to work within an environment that is comfortable for them. Through the use of ticket numbers, which are generated upon initial contact, problem resolution can be tracked regardless of the method of communication being used.

FAQ, Analysis and Reporting. Many helpdesk software programs offer vast databases of information regarding commonly occurring problems. This is a phenomenal tool that allows for the client to attempt to solve the problem on their own prior to escalating the issue. As clients submit claims for issues that need resolution, the issues and their solutions can be added to included searchable databases, thereby allowing for expansion of the knowledge contained therein. This is as beneficial for a business as it is for their client as the business can use search data to compile statistics on items such as which issues most commonly plague there clients, information which can prove invaluable in the drive to improve customer service.

Global Functionality. By leveraging helpdesk support software via the World Wide Web, businesses can expand their reach to the customer exponentially. Further, when outsourcing is used, the various functionalities such as live chat, or email eliminate communication issues that arise as a result of the language/accent barrier, and regardless of which option the client chooses (voice, or web chat) helpdesk support software provides real time monitoring of customer service support efforts.

Complex Issue Resolution. Should the client find themselves facing an issue that is complex, demanding a step-by-step approach to a resolution, helpdesk support software allows for the client to access written instructions, videos, audio file, and other working aids, that can assist the client in reaching a satisfactory resolution.

More For Less. When it comes to doing business, if one can find a way to provide the same level of service to a client and do it for less money, that individual will find improved success. Helpdesk support software does this by allowing the customer to help themselves. By leveraging powerful, searchable knowledge bases, helpdesk support software ensures that a client has the possibility of resolving their issue on their own, thereby making the resolution process virtually automated. This benefits both sides of the equation by saving the client time, empowering the client to be a force in their own problem resolution process, and reducing the number of staff members need on a help desk team.

Automated Approach. Helpdesk support software benefits business in so many ways, to include the automation of items such as notices of follow-up service, various reminders, and contract renewal management. The value of a helpdesk software support program is that it serves to strengthen the ties between a client and a business by helping to manage those ties efficiently. By creating a better experience for the client through the leveraging of so many different tools and services, helpdesk support software guarantees a business that their customers will continue to come back for more, long after initial contact has been established. It is for this and so many other reasons that helpdesk support software is an invaluable tool and worthy investment for any business.

Support Help Desk Software For Small Business

Help desks are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task.
Typical help desk software functions include Helpdesk software systems range in complexity from basic ticket logging to fully integrated CRM systems, recording and tracking of support requests, reporting and service management and more, These are usually an automated benefit of the helpdesk application.
Sky Blue Support Help Desk Software (SBS) is is a flexable and strong CRM solution that puts you in control of your customer support needs. SBS uses the very latest technologies, to provide you with an efficient and easy to use Customer Relations Management Tool.
TSC2 Help Desk 4.1 provides a suite of integrated tools for managing a technical support department. It includes work order management, equipment inventory, scheduling, reporting, network auditing and a web interface. The software tracks all work order management system tracks all work requests and support issues, from computer errors and user-requested enhancements, to hardware and network upgrades.
LanHelpdesk 06.08.04, This stand-alone helpdesk solution is based on end-users submitting wizard-based Trouble Tickets directly from their computers. Users select from any of a large number of common computer problems, each of which requires the user to answer a series of relevant questions about the selected problem type. As the Trouble Ticket is sent, the local computer is automatically inspected, and dozens of relevant pieces of information about the user and the computer are attached to the Ticket.
LBE Desktop Helpdesk 4.0.152 is uses industry-standard databases like Access, Microsoft SQL Server and Oracle. Many reports are supplied. If you need more, you can build your own using any of the available reporting tools. You can group records and change fonts and colors.
DBS Help Desk 1.5a, This comprehensive tool lets IT support staff manage requests, computers, peripherals and program inventory. It is Web-enabled, so it lets users submit support request using Web browser.
QUAD Help Desk 2.5, Multi-user ready at no additional cost, this software provides basic functionality that does not require consultants to help you install and learn the program. Your CSRs will be able to record, search, update and report on calls about your products or services within minutes of installation. In addition, if you install the HTTP server on a PC with a static IP address, you won’t have to install the Windows software on the computer. The Windows software includes wizards for querying and reporting on calls recorded in the database.
These Software provide a scalable, customizable, easy-to-use solution for your business. Help Desk software for Small Business provides a computer helpdesk or/and web enabled help desk solution, helping you to improve customer service and automate your customer service.

Help Desk Software Enables Staff to Staff Live Chat

There is no small organization or large corporate network remaining in business for longer without an adequate customer support service for troubleshooting.

Customer Support Software and Help Desk Software are useful aids to manage your communications with both actual customers and potential clients. This type of software helps you centralize email inquiries, live chat sessions, and online issues among other activities. For more details go to: www.text2speech-converter.com A typical Help Desk Software package often includes a convenient way to record issues received by phone, as well as those submitted via online support ticket system.

Help Desk Software also contributes to enhance interaction between staff and customers, providing them with top-notch technology that usually comprises knowledge and problem management, workflow, data analysis and reporting of issues submitted each day. It does not really matter if your business is as small as less than three people working hand in hand, Customer Support Software and Help Desk Software will create the necessary aura of professionalism that your business needs.

Detailed reports and analytics are basic to tackle effectively all those issues handled by your Help Desk Software on a daily basis, but the software itself contributes also to develop teamwork efficiently. Taking advantage of modern technologies, , and it can also be configured as add-on package for other compatible Customer Support Software.

When it comes to determine which is the most adequate software for your company, experts recommend evaluating your present technology and consider an upgrade if necessary to make sure you’re chosen Help Desk Software is compatible with your business system. There is software packages expressly developed to work under certain native operating systems that run on personal computers, such as Windows, Linux or Maces.

However, numerous Help Desk Software packages are developed as scripts that run basically over an Internet Server, while others combine both, a server-side Customer Support Software, and a Help Desk Software client running from your PC or used for remote administration.

Furthermore, doing a research on a comparative basis among the different customer support solutions available in the market you will find that many of them are compatible with software that you already use, including Microsoft Outlook, Word, or Excel.

This characteristic allows a seamless integration of new Help Desk Software into traditional software applications you are familiar with, making easier updating contacts, sharing task, events, and bits of information already recorded elsewhere. For can visit to: www.viral-toolbar-builder.com Just by adding Customer Support Software or Help Desk Software to your business, you are adding value to your products and services, promoting tacitly trustworthy and customers’ confidence.

While Customer Support Software is focused to provide assistance to your clients whenever they have a trouble or need something to ask for, Help Desk Software is aimed to offer a global solution to manage different aspects of you relationship with clients and staff interaction. Help Desk Software improves productivity of your business and efficiency of your workers, increasing also customer satisfaction and improving communication and troubleshooting.

There is another fact to keep in mind talking satisfaction of your customers. The Internet has literally diluted geographical frontiers so if your business is online, it’s more likely that international customers approach you.

Whether national or worldwide, the implementation of Help Desk Software is an excellent strategy for any business, reducing the need of toll-free hotlines, and saving money in long distance calls between offices, or those calls placed from customers located abroad. In the other hand, if you are running a conventional telephone support, the installation of Help Desk Software onto your system will lead you to identify those areas requiring more attention or substantial changes to improve performance and boost your sales.

Customer Support Software is also a convenient way to obtain feedback from users of this system. Afterwards, the information obtained can be added to your Help Desk Software database for further analysis and improvement of your business affairs.

How Help Desk Software can benefit your own Business

There is no small organization or large corporate network remaining in business for longer without an adequate customer support service for troubleshooting.

Customer Support Software and Help Desk Software are useful aids to manage your communications with both actual customers and potential clients. This type of software help you centralize email inquiries, live chat sessions, and online issues among other activities.

A typical Help Desk Software package often includes a convenient way to record issues received by phone, as well as those submitted via online support ticket system.

Help Desk Software also contributes to enhance interaction between staff and customers, providing them with top-notch technology that usually comprises knowledge and problem management, workflow, data analysis and reporting of issues submitted each day.

It does not really matter if your business is as small as less than three people working hand in hand, Customer Support Software and Help Desk Software will create the necessary aura of professionalism that your business needs.

Detailed reports and analytics are basic to tackle effectively all those issues handled by your Help Desk Software on a daily basis, but the software itself contributes also to develop teamwork efficiently.

Taking advantage of modern technologies, Help Desk Software enables Staff to Staff live chat, and it can also be configured as add-on package for other compatible Customer Support Software.

When it comes to determine which is the most adequate software for your company, experts recommend evaluating your present technology and consider an upgrade if necessary to make sure your chosen Help Desk Software is compatible with your business system.

There are software packages expressly developed to work under certain native operating systems that run on personal computers, such as Windows, Linux or MacOs.

However, numerous Help Desk Software packages are developed as scripts that run basically over an Internet Server, while others combine both,a server-side Customer Support Software, and a Help Desk Software client running from your PC or used for remote administration.

Furthermore, doing a research on a comparative basis among the different customer support solutions available in the market you will find that many of them are compatible with software that you already use, including Microsoft Outlook, Word, or Excel.

This characteristic allows a seamless integration of new Help Desk Software into traditional software applications you are familiar with, making easier updating contacts, sharing task, events, and bits of information already recorded elsewhere.

Just by adding Customer Support Software or Help Desk Software to your business, you are adding value to your products and services, promoting tacitly trustworthy and customers’ confidence.

While Customer Support Software is focused to provide assistance to your clients whenever they have a trouble or need something to ask for, Help Desk Software is aimed to offer a global solution to manage different aspects of you relationship with clients and staff interaction.

Help Desk Software improves productivity of your business and efficiency of your workers, increasing also customer satisfaction and improving communication and troubleshooting.

There is another fact to keep in mind talking satisfaction of your customers. The Internet has literally diluted geographical frontiers so if your business is online, it’s more likely that international customers approach you.

Whether national or worldwide, the implementation of Help Desk Software is an excellent strategy for any business, reducing the need of toll-free hotlines, and saving money in long distance calls between offices, or those calls placed from customers located abroad.

In the other hand, if you are running a conventional telephone support, the installation of Help Desk Software onto your system will lead you to identify those areas requiring more attention or substantial changes to improve performance and boost your sales.

Customer Support Software is also a convenient way to obtain feedback from users of this system. Afterwards, the information obtained can be added to your Help Desk Software database for further analysis and improvement of your business affairs.

Act now and let that your Help Desk Software reveal you the secrets of customer satisfaction contributing to your success.

 

Why Worry With Help Desk Software?

The advancements in the information superhighway have made many people dependent on technology for their personal and business activities. People today are becoming highly dependent on technology that they even need computers to check their day to day activities.Students, doctors, lawyers and even businessmen are becoming more and more reliant to computers for their schedules, activities, business plans and almost all their life strategies. Without computers, the careers, businesses and even the lives of these people would be in chaos.This growing dependency on all things technical has made people realize the importance of setting up a system that would help them survive any technical emergency. Not all people using computers are experts so they at least need something to give them the basics of technical troubleshooting.One of the most important products to reach the market is the so-called help desk software. This software is aimed at helping a buyer of any software product who has little or no knowledge about the product he has bought. The help desk software provides a step by step guide on how to use the software and what to do in case the buyer experiences any problem with the software.A help desk software is becoming a part of the after sales service of most software companies who want to keep their clients happy and content even after buying their products.  Most help desks can be accessed through the Internet to allow all users to get as much information about the product through the most efficient method.A help desk is so important especially when the program or product being used plays a big role in the day to day operations of the business of the user. Corporations that are heavy users of software and other computer products should see to it that they create help desks in the office so that any employee who encounters technical problem can solve the problem by himself.Creating a help desk will not only maximize production but it will also save time and effort of the technical people who can focus their attention on more pressing matters which only they can perform. Employees who have problems with their computers and other office machines can just turn to the help desk and check the instructions for specific emergencies or problems related to the product they are having trouble with.Help desks are now playing a big role in the operations of every business no matter if it is just a small or medium sized business or even if it is a large corporation. All businesses can benefit from the support offered by a help desk and they should start creating one for their staff.

The Need for Help Desk Software

Any company that practices business through internet requires help desk software. In several cases, help desk software system is a critical constituent to an adept business scheme that can serve both the company and the customer. Exploring, locating and equating the alternatives accessible can be a daunting project, but it assists to be informed about your alternatives.

As a whole, a help desk software system solution allows a concentrated manner to take care of jobs and events in internet site management. With any e-commerce business, technological upshots will beyond any doubt fall out. Being trained to address unforeseen situations can abbreviate pressure and thwarting by efficaciously dealing with the technological troubles.

Several companies had call center support long before the far-flung function of the cyberspace. Clients were often alarmed by tenacious hold times, under-trained faculty, and un-returned telephone message. Some clients might not be ready to bring about an entire and exact description of the trouble, which just further contributes to the thwarting.

Believing the information that most companies have customers in assorted areas in the world and in varied time zones, help desk software system has served several companies with efficaciously dealing client issues or charges. Help desk software system solutions are accessible to deal several jobs within a business concern. Several programs admit clients to instantly advance the suitable section to address their demands.

For example, numerous help desk software programs admit technological queries to be directed instantly to the technological support section and billing doubts directed to the billing section. Equated to conventional call center roles, help desk software system can streamline and better deal questions and bid a finer reception time.

With the mainstream utilization of the cyberspace came a demand for speedier, more authentic and, more approachable client support. Clients want and anticipate prompt service and answers to their troubles. Because of this, help desk software system solutions have rapidly become the most exploited kind of client service programs around the domain.

In a developing domain marketplace, help desk software system solutions are rapidly becoming a requisite, and can economize a company thousands of bucks each year.

Improving Customer Service Through Help Desk Software

Help desk have now become a core part of good business service and operation. The term itself is generally associated with the end user support center. However, the fundamental role it plays on a company’s service function is to bring multiple resources together to solve issues about the customer’s satisfaction. It is no longer limited to mean internal support within only the company but also external support groups.
In most companies, a help desk may consist of a single person with a phone number and a standard procedure of handling problems that come in. A help desk, for larger companies is a group of experts using a software that helps track the status of problems as well as other special softwares that analyze the problem. It is a place for centralized help within an enterprise to help the users of their products and services. It becomes the center in where customers can call to place orders, track shipments and get help with products.
Help desk softwares are aimed to improve user productivity in whatever line of business you are in. It is a source that provides a fast deployment process to enable immediate efficient and ample IT support solution. There exists a wide range of software programs one can choose from depending on specific business needs.
The most evident advantage of the use of a help desk software is increased customer satisfaction due to the reduction of customer downtime and support call numbers. It makes possible faster and more accurate responses to customers by solving new problems through proven solutions. It quickly identifies problem areas in products and services so that everyone knows exactly what is going on.
Help desk management lies at the heart of any successful help desk solution. Most programs offer extensive information and a free download test. This would help the user company evaluate whether a specific program specifically meets their needs.
A typical help desk software includes a consistent user interface from a web browser. This allows the user to easily navigate the entire software program. It also features the ability to assign a unique ID to each help desk inquiry. The creation and tracking of help desk problems by multiple staff personnel is made possible while related help desk issues appear when addressing specific functions.
Reporting would include such items as track issues by product, model number or versions while tracking support contracts, support times and generating release notes. It also specifies the time spent per inquiry and per help desk personnel reports. E-mail, live chat and automated phone follow-up contact is also possible. A call history information is formed when conversations between the help desk user and customer support are documented. Predefined scripts are usually integrated so that the same help desk support message is delivered regardless of the support person involved.
The ability of a user company to adopt those programs into their own operation will be of their best advantage. It is best to avoid overly cumbersome programs which clutter the process. A well-defined and suitable help desk program should benefit your customer as well as your business.

The Benefits Of Help Desk Software

Help desk have now become a core part of good business service and operation. The term itself is generally associated with the end user support center. However, the fundamental role it plays on a company’s service function is to bring multiple resources together to solve issues about the customer’s satisfaction. It is no longer limited to mean internal support within only the company but also external support groups.In most companies, a help desk may consist of a single person with a phone number and a standard procedure of handling problems that come in. A help desk, for larger companies is a group of experts using a software that helps track the status of problems as well as other special softwares that analyze the problem. It is a place for centralized help within an enterprise to help the users of their products and services. It becomes the center in where customers can call to place orders, track shipments and get help with products.Help desk softwares are aimed to improve user productivity in whatever line of business you are in. It is a source that provides a fast deployment process to enable immediate efficient and ample IT support solution. There exists a wide range of software programs one can choose from depending on specific business needs.The most evident advantage of the use of a help desk software is increased customer satisfaction due to the reduction of customer downtime and support call numbers. It makes possible faster and more accurate responses to customers by solving new problems through proven solutions. It quickly identifies problem areas in products and services so that everyone knows exactly what is going on.Help desk management lies at the heart of any successful help desk solution. Most programs offer extensive information and a free download test. This would help the user company evaluate whether a specific program specifically meets their needs.A typical help desk software includes a consistent user interface from a web browser. This allows the user to easily navigate the entire software program. It also features the ability to assign a unique ID to each help desk inquiry. The creation and tracking of help desk problems by multiple staff personnel is made possible while related help desk issues appear when addressing specific functions.Reporting would include such items as track issues by product, model number or versions while tracking support contracts, support times and generating release notes. It also specifies the time spent per inquiry and per help desk personnel reports. E-mail, live chat and automated phone follow-up contact is also possible. A call history information is formed when conversations between the help desk user and customer support are documented. Predefined scripts are usually integrated so that the same help desk support message is delivered regardless of the support person involved.The ability of a user company to adopt those programs into their own operation will be of their best advantage. It is best to avoid overly cumbersome programs which clutter the process. A well-defined and suitable help desk program should benefit your customer as well as your business.

Why Bother With Help Desk Software?

MAG studios is a leading custom web development company in India. It has perfected its delivery processes and aims to deliver value to its customers.MAG studios defines the expectations of the customers upfront and custom web development is taken up accordingly. The expectations are detailed in terms of quantifiable deliverables. MAG studios, as a leading custom development company in India, prepares a work plan with appropriate milestones and reports progress against these defined milestones

The primary objectives of MAG studios – as a leading web development company is to use this work as an entry point to take up further work and delivervalue to its customers.As custom web development company in India, MAG studios has perfected the process of working and delivering from the remote (offsite). This permits MAG studios to take up work in an offshore mode also and compete with others

who work in the onsite mode. Thus MAG studios is proud to say that as a leading custom web development company in India it has delivered number ofassignments in US with remarkable success.

As a leading custom web development company in India, MAG studios has prepared a template and has thus structured a highly creative and innovativeprocess This structuring helps MAG studios to deliver consistent quality work as a practice.MAG studios being the leading Outsourcing software Development company in India has number of key differentiators. It offers the cost advantages of outsourcing in India,

the quality and consistency as a result of its matured processes and tangible value to its customers.

MAG studios is a leading custom web development company in India with a successful track record with number of overseas customers. Such a strategy has the following twofold benefits It permits MAG studios to fully involve the customer in the assignment.The risks are recognized upfront and risk mitigation strategies have the buy in of the customer.MAG studios undertakes the software development in an Outsourcing application development in India as per laid down and agreed software engineering practices. In cases where the customer has established practices, these engineering practices are followed. Alternately, the engineering practices are discussed upfront and agreed. Next, MAG studios compiles the agreed metrices and compares with the bench mark statistics.

A Help Desk Can Make Your Customers Happy And Loyal

You might have heard about help desk software. If not, then you should definitely learn about the many ways a help desk can benefit your business. Every website and IT staff has a limited capacity to handle the responses of visitors or trouble tickets. While up to a certain limit, you can send emails to each visitor manually, as the number continues to increase, there may be too many to handle. Questions, doubts, comments, opinions, orders, complaints, compliments, and much more are all possible inquiries from visitors to your site or from internal employees. It can soon become a daunting task to tackle all of these.

If you do not implement help desk software, you’ll end up spending hours answering questions with traditional email and phone. Furthermore, it becomes difficult to track who requires which response. You’ll even frustrate yourself, as many times, the questions are repeated. Your productivity may take a dive and your creativity may be affected negatively. A help desk can help organize and reduce this barrage of inquiries. Most of the systems that exist today are programmed to handle support tickets both from external customers and even internal employees. You can develop canned responses for repeated queries which cuts down on the time required to respond. Depending on the choice of system, you can create the perfect business assistant for you.

A helpdesk enables your workforce to deal with calls, chats and trouble tickets in an organized fashion. When each call, email or chat is received, it will be automatically assigned a number and routed to the best qualified rep. This further increases efficiency and allows for robust reporting – metrics which can tell you response time, the nature of help requests and more.

Another major advantage of a good help desk software platform is that your IT team will now be able to manage all resources from one central location – a critical need for any company that is growing or plans for growth. Imagine knowing exactly what hardware, software and network assets are doing from one single web-based console is critical when planning purchases, changes to configurations, power management and more. Some have even called this Green IT.

Six Top Benefits of Help Desk Software

Using a Boston Help Desk?

If you operate a large or small business in Boston, help desk services are probably one aspect of operations. If you relay a great deal on computers and the Internet, you may also require the needs of a help desk. Boston, Massachusetts is fortunate to be a center of technology (largely thanks to the presence of M.I.T.), so for businesses in Boston, helpdesk services are never far away.

If your company is computer-oriented, it may have its own help desk; Mass. customers as well as those in other areas of the country and even the world can access this over the World Wide Web or by telephone for advice and troubleshooting their software and hardware issues.

For companies doing business in Boston, help desk services may also be for in-house purposes as a resource to which individual staff members can turn when experiencing difficulties using a computer, communicating through the network or accessing a database.

There are other benefits to operating a help desk mass

, Massachusetts software companies employ these for tracking software

A Help Desk is a System Designed to Help and Support

an end-user of a particular product. The help desk system provides information and helps solve technical questions on how to use the product. In today’s world, many help desks are web-based. Users can go to a company’s help desk website and find answers to a particular question or problem about the company’s product.What is Help Desk?
A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number and/or website. There are also in-house help desks geared toward providing the same kind of help for employees only.
An easy-to-use help desk that helps organizations automate their customer service and IT support processes to deliver consistent, reliable and superior service to both internal and external customers. A help desk can also be used internally. In all organizations, employees encounter problems with their computers, printers, and other machines. Help desk software helps Information Technology departments manage, sort, and track service requests using the most efficient methods. The results of implementing a help desk are lower overhead costs and higher employee satisfaction and productivity.
Browser based help desk solutions are much less expensive then most existing systems. You can likely purchase a browser-based help desk solution for a price of a single year’s maintenance fees of an existing help desk system. When considering purchasing a help-desk solution, it is advisable to establish how long the help desk product has been on the market and how many people are using particular help desk product versions. The other solution is software-based help desk in which the same consideration must be kept in mind.
A help desk solution is becoming a necessary part of business. Whether for a small startup or large Fortune 500 organization, a help desk can support customers, employees, and suppliers. The help desk will ensure the effectiveness of the company and ensure smooth company operations.
Keep in mind several things when looking to a help-desk solution:

Help Desk Solutions in Small Business Enterprises

Unwinding Help Desk Needs:Modern technology is on the threshold to improve management processes in small business enterprises. The key areas are customer service & support management. Customer support is an indispensable part of any business proposition. Customer satisfaction in modern day world is directly proportionate to a company’s bottom line and growth prospects. A company with good product and excellent customer handling always emerges as the winner. Thanks to the widely available customer support software making it possible for small enterprises to achieve the desired goals.Unearthing the gaps:Customer support is a widely emphasized service that most business concerns preach and practice. A comprehensive support service to control and manage customer queries towards providing prompt solutions is what business enterprises look for. The progressive business trends have a clearly defined objective to maximize the productivity and sales.However,there are some bottlenecks involved in the procedure. Due to the disorganized structure in receiving queries,quite often the queries fail to reach the correct person who can actually solve the issue. The customer queries are very diverse thereby making it difficult for the email service to prioritize the queries according to the urgency. There is no proper arrangement wherein the support executives can view the assigned queries. There is no channel/room for discussions among the persons handling the queries due to restricted access settings. The entire process of resolving issues becomes tedious.The email service is not considered reliable and prompt by many a customers. As a result,the number of authentic and regular customer queries goes down and the email functionality falls short of its purpose.Unfolding the Remedy:With an array of help desk systems offering enhanced customer support facilities, small business enterprises can choose a system that has features compatible with their organizational setting. Apart from the basic requirement of installing a web based system with the essential plugins, the core functionality should be focused on attaining optimum customer satisfaction. Categorization of queries sent by customers helps in proper delegation and coordination of tasks among support staff. Customer support is never complete without the scope for knowledge gaining & knowledge sharing in the organization. The support system that provides an updated database on related issues helps solve similar queries in lesser time. A reliable help desk system will surely gain the goodwill of many a customers. An effective support system will broaden the scope of growth and profitability for small business concerns.

Help Desk Pilot is a complete web based help desk software with an amiable user-interface and enables organizations to effectively maintain customer support and service. This is a flagship product of Tenmiles Corporation.

AJ Help Desk SaaS with 30 Days Free Trial

AJ Help Desk Software can be availed through SaaS concept and now they are providing 30 days free trial for Help Desk Services. Simple sign up process is enough to get all free trial services and no credit cards required.

Generally speaking, a help desk is a resource providing assistance and information to the customers and helps customers troubleshoot the problems with their product or the service which they are availing. Corporations often provide help desk support to their customers through a , website, email or toll-free number.

So AJ Help desk is a product designated for use by corporate organizations to look after or handle the interactions with customers including the complaints, suggestions, clearing doubts etc. If the services of such a software is availed, then the organization can focus on its core business, to improve productivity. So , we have developed a help desk website, the service of which you may avail through SAAS concept.

As we have provided lots of modern features, there is a possibility of a myth or misunderstanding that the AJ help desk customer support services can be availed only by organizations employing thousands of employees. That is not true. The specialty with the product is that it it is one among the best help desk solution that caters to the needs of both small firms employing not more than three staff as well as major organizations. You may choose your plan accordingly.

Top Reasons to Select AJ Help Desk SaaS

The service of helpdesk is offered through ‘SAAS’ concept, freeing people from the problems inherent to hosting activity at reasonable and affordable rental plans. Source code will be replicated for each user and separate database for each user ensuring privacy and confidentiality of your business data.

Live customer support services cannot be omitted from mentioning, as our online help desk system supports multiuser chat, provides facility for rating of chat by customers and files may be uploaded by the staff during the course of chat operation.

A series of remainder mails could be sent to staff at regular intervals, as per admin settings, in case the ticket gets reposted due to non resolution.

Rollback facility is available, by default for articles. Therefore, if any important details were accidentally deleted, the staff may switch over to previous version.

We have integrated the Google Analytics API code in the coding so that the admin can have a clear idea on the browsing pattern of the site.

The user can sort the listing of available ‘pdf’ documents according to lots of search criteria such as ratings, number of hits, date of posting etc for convenient viewing.

The view of postings in the forum by general public, registered users(customers) can be regulated by three different permissions for view. Restricted section can be used for internal communication between admin and staff, which user coulkd

Top 10 FAQ questions are displayed in the user dashboard. The question and answers to be displayed in this section is decided in accordance to the user ratings.

The most important facility in AJ Help Desk SaaS is that, they are providing 30 days free trial for Help desk services with free 24 hours customer support for their services. Just have a trial first and choose your affordable help desk plan.

Top 10 Highlights Of AJ Help Desk Services (SaaS)

AJ Square Inc’s, AJ Help Desk Services now available in saas concept with multiple user, admin side features. I just let you all know about top 10 highlighted features of AJ Help Desk SaaS in this article. Hope this would be helpful for you to select right customer support system for your valuable customers.

 

Ticket Priority Option:

 

The right to indicate the priority to the posted ticket is vested with the user himself. Five levels of priority are provided for this purpose namely low, medium, high, urgent and critical thus giving the staff a preliminary idea on the priority to be given to the query even before reading the contents of the query.

 

Live Chat Support :

 

This feature provides an opportunity for experiencing the effective Live Chat Services support for communicating with qualified technical support executives. There will be a colored icon provided in the chat section, which would be on only when the technical support staff is available.

 

Advanced Video Tutorial:

 

Help Desk software presents useful information in visual format, which is available for downloading by the user. There is a ‘pdf’ file appended to the section, which provides relevant details such as author of the file, category and subcategory under which the tutorial lies, comments, rating received along with title of the tutorial, summary and long description.

 

Google Analytical Dashboard with visualization:

 

AJ Help Desk integrated the Google Analytics API code in the coding so that the staff can have a clear idea on the browsing pattern of the help desk site and plan his work accordingly. These details are provided along with graph. The users may choose different colors for each curve drawn.

 

Routing Ticket across Departments:

 

In help desk ticketing system, tickets can be moved by staff across the departments, if admin issues such privileges to the staff. Staff can make use of this privilege delegated to them by the admin, if they feel that it would be technically inappropriate for their department to handle the issue.

 

Auto Save Option:

 

Auto save facility is available for articles in this SAAS help desk. The articles will be saved in regular time intervals by default, according to administrator settings. This feature comes to your rescue in case of operating system crashes, UPS failure etc.

 

Automatic Ticket Reposting:

 

Once the ticket gets expired, before getting due response from staff will automatically be reposted, so that the issue posted by a particular customer is not ignored accidentally, due to partiality or owing to the personal grudge between staff and customer

 

Time Remaining Display:

 

The time left for the query resolution will be displayed in accordance to the priority assigned by the user and the time will be shown constantly decreasing, thus instilling seriousness of the prevailing situation in the minds of the staff.

 

Filter Tickets:

 

Tickets can be filtered using ticket status, ticket priority as well as the mode through which the issue was raised(direct ticket, phone or mail). As per ticket status, the tickets may be viewed under separate headings such as closed, on-hold, reopened ones etc.

 

Delete Option With Reason:

 

Whenever a staff decides to delete a ticket, leaving it unattended he is ought to do so only by specifying an acceptable reason to the admin. Staff cannot delete tickets at his sole discretion.

Desk Software for Superior Service and Efficiency

The ability to provide the highest level of customer service with the greatest levels of efficiency is paramount for companies in the market for web based help desk software. With this in mind, there are a few key features managers should look for during the evaluation process.

Complete email integration. This is a feature in just about all help desk software, however as your evaluating make sure there is complete email integration that can support multiple mailboxes (if needed), a variety of mail server configurations, for more detail go to: www.text2speech-converter.com. as well as key email features such as conversation threading and caching.

Interaction Log. To prevent staff from having to sift through emails and note pads to recall the last interaction with a customer, all good help desk software will automatically log all interactions, those with the customer as well as those between staff members, related to a customer inquiry. If this is done in a logical, easy to use manner, it will allow any staff member (with the appropriate access) to get quickly up-to-speed when necessary.

Flexible categorization capability. To optimize the efficiency of your help desk operation you’ll want the ability to categorize each customer inquiry for later aggregate reporting where trends can be spotted and addressed in a more proactive manner.

For example, appropriate categorization and reporting could uncover a large number of requests around a refund/exchange process. For more detail go to: www.software-designers-pro.com.  In an attempt to reduce staff time spent on this type of common inquiry, you could use tools with your customer portal (outlined below), such as knowledge base or forums, to outline a process for quick referral.

Self-service customer portal. Your customer-facing help desk site should contain the following components:

   1. Customizable web submission form. Make sure you can collect the information you need, in the format you need it in.   2. Request status checker. This should include not only the most current update but all other interactions staff have had with the customer.   3. Easy to use knowledge base–more on the importance of this below.   4. Customer forums for collaborative problem solving. In some situations, your customers can be the best resource for other customers with questions. Foster a collaborative community around your product/service with a managed forum.

These features should be bundled in a template-driven portal that allows for customization with the components you want in the same, familiar, look-and-feel of your site.

A user-friendly knowledge base. While many web based help desk software packages include some form of knowledge base–be aware that not all are created equal. To ensure this is a tool your customers and staff will be confident in using, look for a knowledge base that has a logical layout; avoid overly complex, deeply nested knowledge bases.

5 Tips of Web Based Help Desk System

The key added feature of the web based help desk system is to manage the system at any location of the world.It also provides the technical solution at any location. The web based help desk system is useful for small and large-scale users.There are various types of web based help desk system available in the market. The web based help desk system covers various aspects.Here are the key features of web based help desk system1. A web-based help desk system has provides an email-based interface. It can allow customer to handle multiple task operate from the different locations. It can help to solve the customer problem effectively and can provide services to the different customer from any location from the world.2. Web-based help desk system provides solution with their own administrative login; it can save time of the customer.3. The Web-based help desk system also covers edit, remove, and manage the information.4. A web based helpdesk software solution provides proper knowledge as per the customer needs. It help to solve the customer problem by identify the key problems to manage the system. The web helpdesk software solution provides promotional tools like popup, e-mail.5. The web based helpdesk software solution provides proper guidelines and procedure and change the setting as per the customer requirements. It can save the solution to resolve the issues.The web-based help desk system gets easy access to various systems. The online Web-based help desk system can operate various systems. It is easy to access all the system.

How to Increase IT Help Desk Customer Satisfaction and IT Help Desk Performance

The problems IT Help Desk customers often encounter

If your company or organization has an in-house or outsourced IT Help Desk, chances are that some of your Help Desk customers are dissatisfied with the service they are receiving. Some of the many possible causes of dissatisfaction with IT Help Desks include:

1. Long wait times when calling the Help Desk or after submitting a service request by e-mail or using a Help Desk Web portal or ticket system

2. CSRs that do not understand their customers’ problems

3. Rude CSRs

4. Closing IT incident tickets before the problem is resolved

5. Lack of follow-up by IT Help Desk CSRs

6. IT customers (IT users) having to deal with recurring problems for which the cause never gets addressed and/or eliminated

7. IT Help Desk CSRs that are not adequately trained and that lack knowledge required to solve problems

8. IT customers having to explain their question or problem to multiple CSRs and IT technicians

9. IT customers having to wait a long time for Help Desk problem resolution, hardware repairs, software installation, and other IT support provided at their desk or by phone/e-mail

10. IT Help Desks not being staffed when customers need support (nights, weekends)

11. IT Help Desks having CSRs with difficulty communicating with IT customers in English (e.g. IT Help Desks often outsourced in other countries)

Assessing IT Customer Satisfaction and IT Performance

The best way to assess IT Help Desk customer satisfaction and IT Help Desk performance is to conduct an IT customer satisfaction survey. An IT customer survey gathers IT customer / IT user perceptions, experiences and suggestions about IT Help Desk performance, along with the performance of other IT services. The collective information and insight provided by IT customers provides IT Help Desk and other IT managers with the ammunition they need to make changes to increase service levels and customer satisfaction.

In a well designed IT survey, IT customers indicate their satisfaction level with the in-house or outsourced IT Help Desk and with the other IT support services including Desk Side Support, Application Support, Network Support and any other IT services. IT customers also include comments and suggestions related to the specific issues included in the survey questions.

The IT survey should include questions about IT CSR knowledge, problem handling and resolution effectiveness, CSR courtesy and professionalism, timeliness in actually contacting the Help Desk, timeliness in getting problems resolved, ability of Help Desk CSRs to understand the customer’s problem, follow-up by CSRs and other pertinent questions.

To achieve the best results, IT survey responses should be anonymous. IT customers are more likely to respond to IT surveys and to provide honest feedback when they know their responses are anonymous, eliminating any chance of retribution from IT staff if negative ratings and comments are given.

Most organizations that conduct IT Help Desk surveys conduct the surveys annually or semi-annually, using the same questions in every survey. Some organizations do a great job of taking action based on the survey results, while other organizations take minimal action. When we conduct IT Help Desk surveys for our customer companies and other types of organizations, we provide them with trend reports that track progress in addressing problem areas and opportunities needing improvement. Help Desk managers receive survey data that identifies areas of strength and weakness, where improvements have been made since previous surveys, and where Help Desk customer satisfaction levels have decreased.

Most IT Help Desk customers respond to surveys with the expectation that their feedback will be taken into consideration and acted upon. When IT Help Desk managers take action on survey results and Help Desk performance and service levels are visibly improved, IT customers are more likely to respond to future surveys.

Following are some important issues to consider when designing and conducting IT Help Desk surveys:

1. Asking the right questions and knowing how to effectively word the questions.

2. Making the survey responses anonymous. IT Help Desk customers are more likely to respond to an IT survey and to provide honest answers when an outside company conducts the survey and they are comfortable that their responses will be anonymous.

3. Having IT Help Desk customers identify their department, site location and other pertinent demographic information, and generating survey reports for each demographic criterion.

4. Providing the opportunity to include comments and suggestions along with ratings.

5. Promoting participation in the survey.

6. Sharing the survey results with IT Help Desk staff and with IT Help Desk customers.

7. Taking action based on the survey results.

8. Conducting the survey periodically (e.g. annually, semi-annually or quarterly) and tracking progress in IT Help Desk customer satisfaction and service levels, and IT Help Desk performance.

Taking action to increase IT Help Desk Customer satisfaction and IT Help Desk performance

Some of the actions that CTOs, CIOs, IT Help Desk managers and other IT managers can take to increase Help Desk service levels and customer satisfaction include:

1. Providing training and mentoring for IT Help Desk CSRs in how to handle customer calls, problem handling and resolution, acting professionally, technology knowledge, IT customer follow-up and other pertinent issues.

2. Identifying and managing IT Help Desk customer expectations for service.

3. Establishing and communicating SLAs (service level agreements or standards) to Help Desk CSRs and IT Help Desk customers.

4. Ensuring that Help Desk CSR hiring practices are effective in hiring the right people to staff the IT Help Desk.

5. Staffing and scheduling the Help Desk to provide consistently high levels of customer service based on IT customer demand for service.

6. Identifying and eliminating recurring technology problems.

7. Streamlining the IT environment.

8. Providing effective IT Desk Side and Application support.

9. Having an effective IT Help Desk ticket tracking system, managing ticket ageing to keep the backlog minimal, and ensuring that tickets are not closed prematurely, before problems are resolved completely and effectively.

10. Sharing the survey results with IT Help Desk staff and other IT employees, enabling them to understand how IT customers perceive the effectiveness of IT Help Desk and other IT functions.

11. Creating an action plan to address the issues and opportunities identified by the IT survey and tracking implementation of actions/changes made to increase IT customer satisfaction and service levels.

Benefits of IT Help Desk Surveys

Conducting IT Help Desk and other IT customer satisfaction surveys / IT user satisfaction surveys is well worth the effort. When designed and executed well, with effective analysis of the survey data and timely action taken on opportunities, IT survey benefits include:

1. Significant increases in IT Help Desk customer satisfaction

2. Significant increases in IT Help Desk service levels

3. Improvements in performance of the IT Help Desk and other IT functions

4. Possible reductions in the cost of delivering Help Desk and other IT services as they become more efficient and recurring problems are significantly reduced or eliminated

5. Increased service levels for your company’s/organization’s external customers as employees are able to perform their job more effectively as a result of improved IT Help Desk performance

6. Reduced pressure on CTOs, CIOs, IT Help Desk and other IT managers as IT customer satisfaction increases



Survey information and tips are presented at  http://www.Quantisoft.com

Info. about IT Help Desk Surveys and other IT Customer Satisfaction Surveys http://www.quantisoft.com/Industries/IT.htm