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Help Desk Software in Stages?

By James
Friday, March 23rd, 2012

When I started looking for help desk software, there were several people that tried to convince me to buy it in stages. Naturally, a business person wants to save money whenever and wherever possible. So I looked into it only to find that regardless of how I went about, total packages always saved money. They save money on the total purchase and they save money by helping my business earn more.

I wanted the analysis capacity, and help desk software that connected my customers to my business and my departments to the help team plus several other very cool features. Fortunately, my research paid off and I was able to save a ton on the program, get the various features I wanted and needed, and ended up with a much better business quality for staff and customers. I wouldn’t recommend purchasing any software programs in stages unless you want to spend extra and develop your business quality at a slower pace.

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Ticketing Software is More Than a Convenience

By Marion
Thursday, February 16th, 2012

If you have a small business and you think you don’t need ticketing software, you are seriously missing out on one of the best tools that you can add. Small business owners tend to believe that they are not large enough to require such programs, but this is a tool that will offer you more than just a convenient way to encourage your customers to communicate with your business.

Ticketing software is just as much a part of small business as a website or a merchant account. It is an essential element. Skipping over it makes for what consumers consider to be sloppy business. Giving each and every customer the ability to bring their communication directly to you is really just the beginning. If you really want your profits to soar and your brand to excel, then you need to make sure that all of tools you need are right there at your fingertips.

Your customers are the ticket to your success, so why would you choose not to invest in them? Doing so is a simple thing. I have seen not only an increase in my customer loyalty, but also in my internet ratings and reviews. With direct approachability the customers that I have are much happier to recommend my business to other consumers, which in itself has been the better benefit if I had to choose just one.

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Service Desk Help Software for the Team

By James
Saturday, February 11th, 2012

The service desk help software for the team I needed had to be perfect. I am in management and the size of the task did not escape me. I had been trying to manage a team of customer support people for more than a year without any success. They were clumsy when dealing with customers. I had been plying the heads of departments to start considering the benefits of software to help resolve many of the management issues.

When they finally consented, they put me in charge of the project. Admittedly, I was feeling in over my head. The right program had to be selected, and I knew that a mistake would not go over well.

I have to admit I was a little skeptical but the reputation of Cynergy and the reviews were strong enough that I felt I was on the right track. Thankfully, there were representatives and direct sales people that could help me find my way through the maze of options.

The support team is much easier to manage and I have noticed that there are certain department heads that have a definitely different attitude toward me. It’s a rewarding feeling to bring the right product to the business and open up new opportunities for myself along the way.

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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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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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Categories : Customer Service Management Software, help desk software, Uncategorized
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Help Desk Software

By Steve · Comments (2)
Wednesday, January 27th, 2010

2010 image for Help desk agents

There are 5 distinct ways that Help Desk Software can improve your business in 2010

1.  Help Desk Software will give you a way to keep track of tickets that you have posted for a client or customer.  These tickets can be escalated automatically so nothing falls through the cracks.  They can also be monitored so that anytime a change takes place, the ticket owner can be notified of the change.

2.  Help Desk Software can also contain a calendar that allows the user to schedule installs, moves, adds, changes, just about any event that takes place can be scheduled and tracked.  These scheduled events can also be alarm coded to notify people prior to the event so they don’t lose the date or schedule of the event.  This also allows management to view all of the users and their status on any given day.

3.  Trouble Ticket Software systems generally contain a KnowledgeBase module that can help the agent solve issues.  The knowledge center or knowledge library can also give the agent a resource for getting to resolutions in a short amount of time.  Some of these modules will even allow end users to submit tickets to their portal, or use email to submit trouble tickets in an efficient manner.

4.  No Help Desk Software would be complete without a robust CRM (customer relationship management) or Contact Management system.  Generally this system will give you multiple addresses for contacts, companies, jobsites or divisions, as well as places for additional phone numbers, notes, and user defined fields to further describe the contact or client company.

5.  Imagine being able to see a listing of ALL of the customer service issues within your organization that are outstanding, along with the status, user assignment, and estimated time of resolution.  These helpful dashboards are a great way to allow owners and managers to be able to keep track of their help desk tickets, and improve their business.

Help Desk Software does not have to be expensive.  There are many affordable systems available today.  Just make sure that you choose one that is easy for your agents to learn and use, and one that you can grow into.  Because as you improve your customer service, you are going to improve your business.

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Help Desk Software: 3 Humorous Things to Think About

By Steve · Comments (0)
Monday, December 21st, 2009

Help Desk Software: 3 Humorous Things to Think About

If you are a Help Desk Agent, you have spent many hours waiting on the next phone call or e-mail and many more hours chasing down answers to customers’ concerns. What do you do during those idle hours? Have you got any really good or really funny thoughts or activities in which you engage?

Let’s take a look at three things help desk agents think about during their idle hours:

1. What does the customer look like? It is true the “customer” is probably a company in many cases, but the person who calls or e-mails is a real live person. What does that person look like? What is his role in the company? One great way to answer those questions is to start imagining Dilbert comic strip characters like dorky Dilbert, air-head Alice, awful Asok, elevated Ellen, or the diligent Dog. Check them out.

2. How am I supposed to get everything done that is expected of me? This one is a little like the recent For Better or For Worse comic strip. The kids and mom are Christmas shopping and see a Santa at the mall, one ringing a bell for the Salvation Army on the street corner, etc. One child looks at Mom and asks, “Mom, how come there are so many Santas?” Mom says, “maybe they’re all Santa Claus?” and the boy wonders, “Is that possible?” to which the Mom replies, “The job of being a Santa is pretty special . . . it’s just like the job of being a Mom. Everyone expects you to do everything and be everywhere at the same time!”

3. How could they break our product like that?! What did they do to it? Perhaps the thoughts turn to The Nutcracker and the broken nutcracker! Must have a been a jealousy thing. From there the imaginations run wild! Check out the story.

Give us some ideas about humorous things you or your help desk agents think about.

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Categories : Help Desk Humor, help desk software
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Fast, Effective Help Desk Responses Build Loyalty and Revenue

By Steve
Friday, December 18th, 2009

Fast, Effective Help Desk Responses Build Loyalty and Revenue

Responding quickly and effectively to customers’ concerns builds loyalty to your brand. It is well documented that customers who experience problems with a company’s products or services to which the company responds promptly and effectively are even more satisfied with and loyal to the company than are customers who never experience a problem.

- Fast, effective responses show that your organization views its customers’ concerns as high priorities.

- Fast, effective responses eliminate (or greatly reduce) the time your customers spend worrying about or wondering whether their concerns will be addressed.

- Fast, effective responses eliminate or reduce the need for your customers to investigate alternative solutions or workarounds to address their concerns.

One of the most productive and highest-payoff applications of corporate resources is responding to feedback from profitable customers and addressing their concerns quickly. The moment a customer expresses dissatisfaction is the very moment at which an organization, through its response, can most influence customer retention, recurring revenues, and customer lifetime value. A satisfied customer will become loyal and will tell others; a dissatisfied customer will broadcast far and wide his dissatisfaction, driving business away.

Your help desk or customer management software is your first line of defense when a customer expresses a concern or his dissatisfaction. That software must immediately open a ticket (sometimes called a case) and notify the correct team or person to deal with the issue. It must also make it easy for that person or team to include other team members from across the organization without re-explaining the issue or what has previously been done. Therefore, real-time alerts and real-time collaboration are key elements to fast, effective responses.

Having a KnowedgeBased Software can certainly take a load off your customer support agents and make their job easier.  It will also give answers to your customers which can certainly increase their confidence in your willingness to deliver world class support customer service.

Your software must have escalation rules set up and must generate a deadline for resolution in order to keep the process moving quickly and smoothly to completion in a timely manner. It must provide quick and easy access to a well-structured knowledge base. By tracking who has done what (and when), your software will eliminate duplication of effort and streamline responses to the customer.

Categories : Customer Service Management Software, Customer Support Software, help desk software
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Help Desk Ticketing System Eliminates Wasted Time

By Steve · Comments (0)
Friday, October 23rd, 2009

Get rid of whiteboard with Cynergy SoftwareAs recently as 2002 Eastman Technologies was using a white board and a daily meeting to give assignments to their engineers and track their schedules and completed jobs.

By the time the engineers fought the morning rush hour traffic of Los Angeles, arrived at the office, obtained their customary doughnuts and coffee, greeted one another, and then got down to business, it would be 8:30 or 9:00 am. Then they had to attend a meeting for discussion and assignments of who was going where and when. Another hour was gone before they even got back on the road, headed for the customers’ sites.

“Watching all those overhead dollars go out the window was driving me crazy,” recalls Carol Spowart, President.

Eastman Technologies transformed the way the onsite engineers operate. Eastman Technologies customers log directly into the help desk ticketing system, answer a few quick questions, and give any other pertinent information. This generates a trouble ticket and initiates the assignment.

The job is assigned to an engineer and shows up on his personalized DashBoard® (on his computer) or BlackBerry® email system within minutes of the customer’s asking for help. The next morning (or even later that day) he drives straight to the customer’s jobsite. As soon as he completes the work for the customer, he can print off a ticket and request the client to sign off or he can collect the service fee on the spot.

From there, he reports the job complete and proceeds to the next job assignment. Meanwhile, the dispatcher can keep track of where each engineer has been and is presently and when each job is completed. All scheduling is done in advance. Carol reports that “having Cynergy Help Desk has saved the cost of an extra engineer. The cost of that labor, vehicle, maintenance, and overhead represents at least $100,000 per year.”

Read more about Cynergy Help Desk

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Help Desk Transformation Part 3: Proactive Aftersales Service

By Steve
Friday, September 18th, 2009

For anyone selling industrial machinery, expensive or high-end consumer electronics, transportation equipment, or utilites, the most important question to answer is that uptime will be maximized and field service is quick and efficient. For that reason, companies in these industries often have extensive and expensive field service operations which ensure a high level of customer satisfaction.

Your help desk may be part of the hub, or integrated service network, that the embedded software reports to. By reporting to the hub, it can trigger a trouble ticket as needed and start the process of getting a service rep to the piece of equipment in record time.

What is Proactive Aftersales Service?

In proactive aftersales service the products of the aforementioned industries contain software, much of it being embedded in the product. The embedded software communicates with the integrated service network, or hub, of the manufacturer. This communication is often switched “on” all of the time the piece of equipment is running or it is “on” when the piece of equipment is “off.” Diagnostics can be run, updates can be downloaded and installed, and the amount of time the equipment is in use can be tracked. The hub can learn diagnostic results, anticipate and prevent incidents, log incidents and upload a repair or send a technician, and track data for billing.

What is the driving force behind Proactive Aftersales Service?

One of the biggest forces driving proactive aftersales service is the reduction of downtime. Secondly, the reduction of repair and updating costs – both in downtime and in cost of a service team. Improved compliance becomes another factor. And the great improvement in customer satisfaction is a major reason for using proactive aftersales service.

What are the advantages of Proactive Aftersales Service?

The advantages of proactive aftersales service are improved customer satisfaction, decreased machinery downtime, improved product functionality, reduced costs of repairs and updates, and great feedback to manufacturing companies to improve product reliability and development.

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