Do any of these describe your situation?

If yes, Help Desk can help you because:

1

Customers (or visitors) frequently ask for help or information from your business or group.

Issues are organized by category, and submitted to the person that will answer it, immediately after a visitor submits the issue or question.  (Faster response time & agent duties are clear.)

2

Customer service is an important part of your business or group.

Customers can lookup FAQs on your site (if you choose to make them public), so they get their answers faster, and save you from duplicating answers.   When they have a new question or issue, it’s immediately assigned to an agent and an email notification is sent to notify the agent. (His or her issue should never get lost, and everyone saves time.)

3

More than one person deals with customers (visitors) or, you have so much work that you need more people to help!

In addition to being organized by category, agents view an overview screen each time they login.  Here agents  see a summary of issues based on the issue status(and a list of them if desired.)  So, if the agent has unresolved issues assigned to him, he can immediately find them – even if he is away from his email, or his own pc!  Issues will not be double-assigned, which helps your group stay efficient.

4

A question has been asked more than one time. Or, internal information has been lost and needed recovering (lost time).

Hopefully, your visitors will see the previous question in the FAQs; but if they don’t look or the issue isn’t available to the public, there are tools described below that will help you re-use your previous solutions.

Your agents will have access to this issue, previous issues/solutions, and internal information online. (Perfect for sharing internal info among agents, and accessible at their convenience!) 

Memos, previous solutions, or draft solutions, and even contact information can all be made accessible to agents online; without being visible to the public.  It’s like having a file cabinet where nobody can misplace a file! (Though some can shred (delete) it.)

5

Customer support team members have internet access, but lack the time, skill or funds to program a customized online solution, or even to work in the FTP files.

Or, you would hire more staff, but you can’t find people with the necessary computer skills, and are too busy to train them – so you do it all yourself!

No programming skill, or FTP access is required to use HelpDesk. This is a user friendly, menu driven system that can be used by anyone with limited computer experience.  Install it on your existing site, have us install it on your site for you, or we can provide hosting for an extra charge.  Agents (staff or volunteers) can work anytime / anywhere, as long as you have internet access.  (Improved security since nobody needs to access your FTP!)

6

You need a user-friendly customer service system that won’t require a lot of training or experimenting to use.  (For either your staff or customers.)

A users guide is included, but Help Desk is so easy to use, you’ll rarely need it!  No further training or customized software is required.  (Although we do recommend that your agents are trained in effective communications skills.)

7

You have a limited budget but still want a high quality, reliable software solution and you want customer support for your newly purchased software! 

Help Desk is very inexpensive (less than $100), won an award (ASP Experts) immediately after the first release, and is supported by our experienced programmers and staff.  In fact, it’s currently our most popular product.

We use Help Desk to organize and administer our own customer support issues.

8

The administrator of the group would like to be kept up-to-date on issues, solutions, time frames, who is busy (who is not)…

System Statistics and Users Overview are available to administrators (only) at all times – because they’re online and current.

9

Security is important.  (Certain information should not be made available to the public.  And, we certainly don’t want hackers to get into our data.)

Your internal (administration) area is protected by a login requiring a valid username and password.  Once within the internal area, administrators control how much information each agent can access, and whether or not that agent may edit information or answer questions, etc.   From this area, agents can control which issues (questions & answers) are visible to the general public. 

Also, because Help Desk activity is menu driven…you needn’t give out your FTP info to any of your agents.

10

One or more agents can’t always access an email account to send /receive mail, or are away from their own PC (or…heaven forbid…someone’s pc crashes) but customer service is too important to put it on hold!

Traveling, vacations, pc failure, life…these things sometimes affect our work.  Help Desk doesn’t require the user to have special software on their pc, just an internet browser such as Internet Explorer or Netscape.   Also, Help Desk has built-in tools so you can send internal memos, get email addresses, check your issues or To-Do List without using any particular pc, or accessing your email account.  It’s all on the site, so as long as you remember the login URL, your username and password and have access to some PC with internet access – you can do your work at your leisure – anytime, anywhere!

11

We need an online tool to send customer service emails to all our clients at once!  It should be accessible from anywhere, show only our work email address, and show only one recipient address on the email.  (We don’t want all of our customers’ email addresses to be made available to potential Spammers.)

You can use the Help Desk email utility.  From here you can email all clients who have received customer support in the past, to tell them about a new product or feature, or another important update.  (Even if your personal computer or email account is out-of-service.)