Helpdesk Software Functions
A helpdesk does the following:
* Help request management.
* Help request tracking.
* Managing a knowledge base or frequently asked questions.
* Resolving issues.
* Providing self-help resources.
Why Have a Helpdesk
Customer support, no matter what your company provides (sales, services, etc.), is critical to customer satisfaction. A high customer satisfaction creates repeat business - one of the crucial factors of a successful enterprise.
Having a helpdesk is one of the main keys to high customer satisfaction though customer support. Your customers need to contact you for a variety of reasons. Maybe they've lost the password to your website? Maybe they purchased the wrong item and need a return? Maybe they can't figure out how to properly install the memory chip you sold them?
Sure, you can have your customers contact you directly via email. That works. They lost their password, you get an email from a website user who lost their password and log into the site, reset their password, and send them the information they need.
However, what happens if you have a lot of customers? How would you remember who sent what and who needs what? Does this customer need a password reset, or did he lose his user manual and needs a replacement sent? How many times has this particular issue come up for this particular product? When did this customer request assistance for this particular issue? How long has this problem been an issue for them?
What would happen if you had more than one staff person working to resolve helpdesk issues? How would Rebecca know that Timothy has already resolved this particular customer's issue? Have them share the same email account to receive and respond to issues? How would you keep them from working on the same issue at the same time and therefore duplicate effort?
What if Rebecca solved an issue virtually identical to a separate issue Timothy is currently working on? How would Timothy know... [continues]
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