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Help desk Software: Is it worth the effort to use it?

What is Help desk Software?

Before deciding if help desk software is worth the effort, you need to know what help desk software is. Is it an email management system where you handle email communication from clients or customer? Surely such software can include this functionality, but help desk software is usually much more than just managing email.

Is help desk software question and answer management? Again, such software can be, but it's usually much more.

Help desk software allows you to:

• Keep track of incoming requests for assistance.
• Keep tabs on such assistance requests.
• Manage the status of assistance requests.
• Manage issue resolution.
• Provide a means of communicating Frequently Asked Questions (FAQ)s to your clients and customers.
• Provide a means for your clients or customers to resolve issues on their own.

Is There a Need for Help desk Software?

Almost all businesses require customer interaction. Whether you're selling to them, providing them a service, or making something they can use, you're going to need to communicate with your customers. You're definitely going to want to make sure your customers can contact you after you do business with them.

After-sales support is an important part of overall customer satisfaction. Satisfied customers are repeat customers and your best source of advertisement (word of mouth). What you need to decide on is how you're going to interact with your customers and how you're going to manage this interaction.

Regular mail is too slow, and phone support is expensive to run and frustrating for customers - lost or dropped calls, being on hold waiting for a representative, and lack of satisfactory follow-up.

Help desk software allows you to track your customer support contact information, customer contact information, what the customer's issue is, if the problem is resolved or not.

Some kind of help desk management software is essential in managing your after-sales contact with your customers and clients.

How Would You Benefit from Help desk Software?

Help desk software allows you to tie all of these customer support management issues together. You can keep track of your customers and their issues, keep track of the status of the issues (unresolved, in-process, solved, etc.), and keep track of how often certain problems occur.

For example, if you have a problem that multiple customers are having, you can use the help desk software to report on this issue. Once you see trends like this, you can take steps to resolve the problem for current customers and keep it from happening in the future.

Likewise, you can keep track of the resources you have assigned to a particular issue. In this fashion, you can keep from having more than one person working on the same issue at the same time.

When an issue is resolved, other support personnel can use that information contained in the issue-tracking portion of your help desk software to solve similar or identical issues they're working on.

You can see the benefits of using help desk software.

Free Help desk Software

Why pay $200.00 or more for help desk software, when you can find an excellent product free of charge named Hesk at the following web address? help desk software Hesk.

Hesk is PHP-based, runs with a MySQL database, and allows you to setup a ticket based support system (help desk) for your website. You can install the script on your web site or decide for a hosted help desk software solution instead.

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