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Archive for help desk software – Page 2

Make Business Helpdesk Software Your Business

By James
Friday, April 27th, 2012

I know that I am a hard sell when it comes to technology, but I urge you to make business helpdesk software your business. Sticking my head in the sand and avoiding new technology hurt my profit margin for quite some time. I do like the old fashioned way of handling one’s business. I think my customers appreciate that, but they also appreciate that I unplugged my head from the sand and finally got a program that served them.

This was the one component hanging onto the traditional ways of doing business really hurt. I forgot that it wasn’t about me, but about serving my customers. The installation of the program made it so much easier for them to make sure I knew what was going on when it came to my products, my store, and my employees. As much as I like doing business as though it is still 1960, I have to admit that there is a great deal to be gained by using business helpdesk software. The communication remains just as polite, courteous, and gracious as before. It just happens a lot faster and with less work now.

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Common Ticketing Software Problems Resolved

By Noa
Thursday, April 26th, 2012

Most ticketing software problems are actually quite common. This is good news. It means that it is easy to find a simple resolution and get on with your day. Even the best software can experience a glitch or two, and often the problem is not with the software but with the platform or other system issues that are already in place. It takes very little to construct the solution when you know where to look. I do not have an IT department, but was quite capable of solving issues because the software company I purchased the program from had excellent customer service.

The customer service rep simply walked me through the steps one at a time and gave me the power to fix the problem. I was really surprised when other programs started to function better as well. Software programs are an awesome tool for creating a better business. Of course, your better business can only shine through when the ticketing software works like it should. This may mean you need a bit of assistance when it comes to creating the resolution to issues before they go awry.

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Help Desk Software as a Modern Marvel

By James
Thursday, April 26th, 2012

I would have to say that help desk software is actually one of today’s modern marvels. There are so many tasks that can be modified or remedied through these programs is mind blowing, especially when you consider how many human hours it takes to get it all done. I love how communication issues are just no longer issues because everything is tracked and traceable.

Most people tend to believe that the programs are limited to just customer service. This is not the case. The program I have is a combination program that factors in every type of communication and addresses the issues before they become viable, real issues. Employees cannot deny receiving an email because I can check. Communication between employees has improved, and the help desk software package confirms everything I need to know.

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What Does Web Based Help Desk Software Mean?

By Marion
Tuesday, April 3rd, 2012

When I first heard about web based help desk software the first thing I wanted to know was what the difference was. What did it mean? In short, a comparison can be made by considering the difference between the traditional program and those that are maintained online. A traditional program, like one that you install with a disc, is a separate entity. As a unit all unto itself, there is not the same consistency when it comes to upgrades and getting the help that you need if something isn’t operating properly.

With web based help desk software there is a constant connection to the source without being accessible by those who are not approved. So, you can download the program, get updates as soon as they come out without doing anything, and add onto the program when a new application comes out. It is very simple and easy to work with. The constant connection allows the hosting and servers to be someone else’s responsibility as well. This is the best resolution for small businesses. The entire structure makes sense and keeps you connected in the event that you need that connection.

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There is More to a Real Help Desk Solution

By Marion
Tuesday, April 3rd, 2012

A real help desk solution has nothing to do with hype. It is about providing solutions that work for small to medium businesses, period. There are always way too many sales people trying to push me into this tool or that tool, and none of them seem to understand that when my business needs help I am all about finding the top notch products and services. There is just room at the top for those who stick band aids on their business issues and keep moving. And I didn’t go into business to be mediocre.

A real help desk solution can take the communication problems of a business and create logical and honest problem solving recommendations. This can be anything from in house communication to customer service issues and everything in between. Getting any business to run smoothly is not an easy task. Instead of trying to sell me on a prepackaged idea, I like a representative to explain to me why my business is going to benefit and how it solves my problems. When that happens, I know that the product is better than I thought.

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Free IT Helpdesk Doesn’t Make IT Sense

By James
Tuesday, April 3rd, 2012

Free IT helpdesk software just doesn’t really make sense for the IT industry. This is a high demand field. It is one that requires a level of technical understanding that most of us just don’t have. I went to my IT team and asked them to choose a software program that gave them everything that they thought they needed in order to do their job to the best possible standard.

Naturally, the idea of free IT helpdesk software intrigued me. It would have been wonderful to get the kind of program development that I got for free, but since we all live in the world of business we know that just doesn’t happen. And it didn’t. When I specifically asked about the free programs I got that look your IT professionals give you when expect to be able to solve a computer glitch by hitting every key randomly. It’s that look that reminds me exactly why they are in the IT department and I am not. The software they selected was by far superior to the host of potential issues that can happen with a free version.

Categories : help desk software, IT Help Desk, Uncategorized
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How Badly Help Desk Management is Needed

By Noa
Tuesday, April 3rd, 2012

Help desk management is one of the more difficult aspects of maintaining a high level of customer service. Your customer service reps may be perfectly capable of handling certain aspects of self management. Yet, there is always the potential for something to go amiss and thus all corners of the program need a certain level of monitoring. One of the key components is having the tools to make management a positive rather than a negative.

Good help desk management will teach, reward, and be consistent. It will not involve humiliation, put downs, or financial penalty. Your team can work better with the tools they have if the manager is an educator rather than a threat. The more your team can get into the tools they are using and understand their influence, the easier it is to help them all get into one smooth rhythm. Help desk teams that have little, no, or poor management may even be doing your business a disservice.

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Real Help Desk Software for Real Businesses

By Noa
Tuesday, February 7th, 2012

I am not a savvy shopper nor do I take much time for comparison shopping. I rely heavily on advertising, brand names, and the popularity of a product because I am busy and want to know that what I buy is going to work like it says it will. That applies to everything. For those items that require more than a quick decision, I have an assistant.

I assigned my assistant the task of finding help desk software that I could just plug in and play, basically. She came back to me a day later with this free solution that she swore she looked into and could recommend.

I am a business woman. Nobody gives away anything for free and lets the offer end there. Against my better judgment, I allowed to go ahead of the customer support software my assistant found. She had always come through before.

What a mess. Two days later after a full blown nightmare and overtime paid to the IT team to fix the disaster, my NEW assistant came to me with Cynergy products. I believe he has a bright future with this company now.

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Web-based Software

By Steve · Comments (0)
Friday, February 26th, 2010

Web-based software, or Software-as-a-Service (SaaS) solutions, will account for 25% of all new business software by 2011, according to Gartner. Why are decision-makers increasingly turning to SaaS for application deployments?

Find out how to achieve business benefits through SaaS, which include:

• Higher productivity and ROI
• Lower upfront software license and staff costs
• Increased agility to scale software in meeting business change
• And more!

SaaS can make a great impact on your business’ bottom line.

Software-as-a-Service (SaaS) or web-based software is software that is delivered via the web and priced as a monthly, quarterly, or annual subscription. It transfers the burden of implementing, maintaining and keeping the application up to date and running smoothly from the customer to the vendor. It eliminates the costs and complexities of installing and integrating hardware to support the software and hiring additional staff to support the application.

SaaS permits users to more quickly and fully leverage the software functionality. It also enables users to immediately benefit from the software vendor’s latest technological features without the disruptions and costs associated with software updates and upgrades.

All types of businesses and all sizes of organizations can benefit from web-based software. Mid-sized organizations using help desk software or customer management software stand to benefit most from this new innovation.

Today’s economic environment has intensified these companies’ needs. Customers expect more service than they got in the past couple of decades – and research shows that customers’ expectations are rising. Customer loyalty is fleeting. Competition is rising and intensifying due to globalization and eCommerce. Employees are being encouraged to work from home or forced to spend more time on the road meeting with customers and partners face-to-face. Rising costs and tightened credit are forcing organizations to tighten their operating and capital budgets.

If you are wondering if SaaS, or web-based, help desk software or customer management software would work for your company, please contact Cynergy Software at 800-349-0527.

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Help Desk Software Saves the Day!

By Steve · Comments (0)
Thursday, February 11th, 2010

Win with Help Desk SoftwareAbout a month ago I got a call from a client overseas.  They were having issues keeping track of a flood of calls that they were getting from remote users.  They had been tracking the clients in the past using emails and an Excel spreadsheet.  Thus every time they would receive a call or email, they would copy and paste the email from Outlook over to Excel, or write the info from the call into the Excel spreadsheet that they had been using for several years.  Problem was, they had to update the spreadsheet on a regular basis, and invariably they would miss tickets by not pasting the correct cells, or some of the help desk ticket calls would disappear when they pasted from one place to the other.  After a short overview of Cynergy’s ticketing system, the prospect was able to see how easy it was to log a ticket in Cynergy, and keep track of it on the user dashboard.

Help Desk Software to the Rescue!

And, the client was able to see where tickets could be ordered in any way they wanted as well as escalated from one service level to the other.   In addition, the client was able to see their customer’s information on the same screen without changing to their spreadsheet or CRM system.  Thus callbacks were much easier and more orderly.

Then yesterday, the same customer called us for some additional training on our project management system.  They had been using another Excel spreadsheet for keeping track of projects and their Outlook for scheduling those projects.  After a short training session, the client was ecstatic about some of the features they learned about, as well as a much deeper understanding of how the project manager could actually save them valuable time without having to call each other on collaborative issues.

Thus, another satisfied customer!  But more importantly, we saved them time, and made their job easier.  Now that’s what I call a Win/Win situation!

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