Helpdesk Software – cornerstone of effective customer support Organizations’ reputations can be damaged more by their customer support performance than by problems with the performance of their products and services. We all know what it’s like to wrestle with an automated call routing system which after endless selections from menus of choices doesn’t in the … Continue reading Effective customer support may start with helpdesk software, but often needs more. . .
HelpDesk software and service level agreements (SLAs). The concept of service level agreements (SLAs) has received a lot of attention over the last decade. In part this was fuelled by the need to monitor the performance of IT service providers in outsourcing deals. When spending thousands, millions or billions of dollars to someone else to … Continue reading Creating Business Value through HelpDesk Service Level Agreements
I heard last week that we have recently had several customers comment on the importance of being able to view asset configuration and software inventory information directly from inside the HelpDesk support analyst UI. Although this has been a standard feature of the Service Manager Pro solution for two years or more, it led me … Continue reading Asset Data and HelpDesk Integration (should be simple)