Help Desk Management Software
Unless you’re already an experienced marketer, quite often, web based help desk management software is not the kind of software you think about purchasing and installing when you’re starting an online venture.
But soon after you start selling a few of your own products, you probably have to deliver support to your customers from time to time.
So, what do you do?
Right, on the download page you display your support email address and tell your customers to send a message in case anything goes wrong, right? 
Then, after some time, you’re going to sell more and more and the number of emails you receive soon grow above your head.
Because there are not only support request, but also invitations for events, requests for guest posts, reviews and JV’s, and then, sometimes, even a friend wants to email you.
If you reach that point, you’re ready for some help desk management software.
That’s the kind of software that makes you seen as a top professional by your customers.
Because having a well organized, fully automated, centralized and reliable customer support system ensures that every issue is handled as efficiently as possible.
And that on its turn dramatically improves customer gratification, commitment, and retention. It shows that you’re really interesting in helping your customers instead of only chasing after their hard earned cash.
As a spin off, your speed of resolving problems will increase, (staff) productivity will be optimized and you and your service pros, if any, will be more informed and responsive.
Also, you’re able to manage your time more effectively.
Great help desk management software should at least have the following items:
- Unique ticket tracking,
necessary to identify support requests beyond any doubt and relate the request to the unique customer.
- Ticket categories / departments
to separate and organize different websites, products or services and to possibly assign each request to individual staff members.
The latter is often solved through email piping: certain problems are sent to certain staff members.This also includes setting ticket priorities to allocate your time more effectively and deal with urgent or emergency support requests first.
- Searchable client / ticket database
to search through these for specific terms, or filter them by status and to build a history of archived closed tickets.
- A FAQ / Knowledge Base
makes it very easy to supply and erase FAQ’s on your website and see how many times each entry has been viewed.
That enables you to evaluate possible problems your customers have with your sites, products and services. It also may give an indication for new products.
Of course help desk management software should be able to send email messages, preferably personalized and features like follow-up satisfaction surveys and reporting / statistics are very welcome.
There’s a lot of software available, from free to a couple of thousands of dollars, from great to really worthless. In the past I’ve tried a few of them with varying success.
The one I like very much is Three Pillars.
Granted, I’m biased here. I’ve seen it being developed by my good friend Willie Crawford.
I saw how he desperately needed help and how he build an extremely practical help desk management software package.
Proof of this practical application is that a new customer doesn’t have to go through the boring procedure or registering (again) before submitting a ticket. She can do that right away.
So, if you need an outstanding help desk management software package, check out Three Pillars.
If that’s outside your reach, or if you just starting out, check out my simple starters help desk management software package.
Very simple to install script, for free!
Comments?
Post them below.
Great article right here! I learned new things just by reading your posts.
Thank you very much.
That is a very good article. It’s true that any well-organised business needs help desk management software. This is the best way to keep on top of client management and give clients the support they require.
I agree very good article. Great business tips u cant beat a well organized, well run business.
Help Desk Management software usually becomes the part of CRM (customer relationship management) software, along with Sales Force Automation and Marketing Automation.
For some advanced companies, this application is also integrated with Call Center application, so every feedback and complaint by phone can also be tracked.
Hope this additional information is useful.
http://software-vinnocrm.blogspot.com
It is, terimah kassi banyak, but I can’t read your blog as my Bahassa Indonesia is rusty.
Asset Management Software is pretty good. The vendors listed here specialize in IT asset management, which focuses predominantly on automating the process of network, PC, and LAN auditing and inventory tracking and reporting. Some of these vendors offer complementary software in the form of help desk automation and related front/back office solutions.
Till then,
Jean