» Benefits of using a web-based HelpDesk
The Expinion (meaning to clarify) Help Desk v6.5 is a complete, webbased customer service information system. A knowledgebase, ticket and communication system!
What are the benefits of using an online customer-support system? Why not just a knowledgebase or FAQ list? While it's true that many support issues can be answered with frequently asked questions, thus saving support representatives time, many customers want more! With so many internet businesses working only part-time, your clients are becoming wary. Some don't have time to 'wait' for responses or search for answers, but how can a small business provide support to so many?
:: Read about [ Expinion Help Desk 6.5 Benefits ]
Some of the benefits of using an online Help Desk / Knowledge Base are:
* Give your customers / visitors a voice! Help Desk allows users to ask questions of the appropriate agent, and receive an answer in a quick efficient manner. This eliminates the frustration felt by customers who are having difficulties, and helps to re-establish good public relations, while there is still an opportunity.
* Get Organized. Your customer service questions/issues are online, by category and are sortable in many different ways. Organized solutions (answers) are simply easier to find, for your agents and for your visitors – increasing the effectiveness of your site and staff.
* Instant information sharing internally or externally. (Aside from the solutions to submitted issues.)
* More info to your customers (no login required) via the public FAQ area (also known as Knowledgebase or Knowledge Bank), related issues or via internally issued mass emails. Have great public relations with faster more efficient customer service.
* More info to management from built in summary reports and by viewing issue details, from agents via internal memorandum function, and from customers who have voted on the usefulness of solutions.
* More info to customer support staff using built in features such as Memorandum (for sending internal emails), internal sharing of contacts, re-assigning of issues or categories (very useful for long staff absences such as vacations, or training courses), drafts, re-using (applying) already written solutions, Help Desk generated customer system statistics, customer votes on solution usefulness, assigned categories and priorities, and by examining related issues.
* Mobilize Customer Support Agents. Staff can work anytime, anywhere there is internet access without specialized software – even without access to their email accounts! Their tools such as Contacts Book, To-Do list, mass email (or individual email on specific issues) and previously written solutions, are all available online - anytime. Great working conditions – you may even get volunteers!
* Increase efficiency, and solution consistency. By re-applying previously written answers (also known as solutions).
* Save time and money by eliminating expensive and time-consuming software training for your agents. (User friendly, menu driven, customer support system – Users’ Guide included.)
* Spread the workload! Allow junior agents to respond to repetitive questions by applying previously written answers and drafts. This saves the time of your senior staff (less burn-out), and saves you money since junior staff members are typically paid less.
* Keep management up-to-date, at their convenience. Administrators may login anytime to see summary reports of system statistics & agents’ statistics, or view details of current issues, agents’ solutions, etc. (More information, when you need it!)
* Give staff a voice. Managers can view and change the priority of issues. Administrators and lower level agents can write internal memos or draft solutions that other agents can use in their correspondences. All this information can be kept for internal use only!
* Maintain security. Administrators set up which agents can perform which functions. Sensitive information can be kept internal to the secure login area of administration.
Ticket-Based Support vs. Live Support
Of course, it depends on your company's role, and what is best for each individual may vary. But in general we have found the following to be true in the majority of cases.
1. Getting the Answer. Questions can be asked anytime, 24/7. Whether a support person is available at-the-time, or not. Many Live Support applications don't have a place where customers can ask a question when live support is offline, and that is clearly visible to the customer.
2. Aggression vs. Passive Availability. Visitors may view live support as being 'watched' while visiting. When approached by support personnel, they may feel as though they are being sold to. While your visitor is surfing the web at home in their pyjamas, they feel secure looking around your site. Suddenly, they feel as though someone is watching them, or trying to sell something to them! This can be worse than no support, since it can make them anxious to leave the site.
3. Positive Image. If your company is using a 'live support' system, and doesn't have a representative shown as online during most business hours, it can be damaging to the company's reputation. (It seems like advertising that support isn't available, whether or not there is an alternate method of support.)
4. Best Answer. With a good ticketing system, questions are fanned out to all appropriate support personnel. So, the best available person will be the one to answer the question, and it will still be as quick as possible.
5. Tracking. All correspondences are tracked regardless of which agent answered which portion of the question. Read correspondences per issue, by agent, by category, by client name... It's all there.
6. Contact Information. After a question has been asked, you will have a confirmed email address with which to communicate with this visitor again if necessary.
7. Knowledge Base. In addition to providing valuable internal information, and helping the visitors who asked the question, you can put the Q/A online for the public if desired. Now, your users will be provided with an answer without even having to ask!
8. Web Content. Your knowledgebase will add valuable content to your site, which will not only help your visitors, but drive further traffic to your site! Help Desk issues are searched by spiders and search engines. The more content you have in your KB, the greater your traffic will be.
9. Agent Mobility. A good helpdesk/knowledgebase solution will not have any PC components required to be installed. That means that an agent can work from literally anywhere that has an online browser. Internet cafe, hotel room, school, library, the mall! It really doesn't matter 'where' you are. Not even a headset is required since communications are all written.
What does Expinion Help Desk 6.5 offer?
All the benefits described above, plus more!
* Buy once / Host Anywhere: Help Desk 6.5 can be added to your existing site; but, best of all, you aren't tied to one specific host - because you buy the software outright. So, you make your purchase one-time only, and use it on any one Windows IIS server installation, for as long as you want.
(There are no additional charges, period.)
* Great Support: Support, FTP installation, and one free future version upgrade are all included in the low price. There is no additional charge for changing your license information for domain names either, provided it's the same owner and only one installation is being used.
* Secure & completely web-based information sharing:
» Answer customers' questions individually & privately, then store selected common questions in an organized fashion via FAQs - for public or internal only viewing. Before submitting a new issue, customers can have a list of possible solutions presented to them; therefore reducing duplicate questions.
» Prioritize issues, maximize customer support efficiency, and speed up issue resolution.
» Provide secure internal information and tools to staff anytime/anywhere without specialized training or software. (Using any PC with internet access!)
» Provide summarized customer service management/supervisory information.
* Inexpensive application, not cheap software!: The Expinion.net Help Desk is being used around the globe by small, medium and large companies. It's incredibly inexpensive, considering it's functionality (only $145), with no additional charges. However, it's quality software with a proven track record.
[ Read more or demo Help Desk. ]
Back To Help Desk By Expinion.net