Side by side comparison of popular customer service solutions.
Help desk - In a business enterprise, a help desk is a place that a user of information technology
can call to get help with a problem. In many companies, a help desk is simply one person with a phone number
and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk
may consist of a group of experts using software to help track the status of problems and other special software
to help analyze problems.
Typically, the term is used for centralized help to users within an enterprise. A related term is call center,
a place that customers call to place orders, track shipments, get help with products, and so forth.
The World Wide Web offers the possibility of a new, relatively inexpensive, and effectively standard user
interface to help desks (as well as to call centers) and appears to be encouraging more automation in help
desk service.
Help desk solution.
Professional quality handling of customer service issues requires some kind
of problem tracking system, what coordinates the work of multiple people who
may need to work on the problem. This whitepaper describes general functions of a
help desk system. Chapters:
The whitepaper contains side by side comparison of three popular customer service software packages.
The script designed for those, who prefer
corresponding with customers using their favorite email program rather than through completely web based help desk.
An ideal solution for service agents, what do not have a permanent connection to the Internet.
Completely web based help desk software
featuring unlimited operators, bulletin board correspondence tracking, unlimited customer service forms and email alerts.
Remotely hosted feature packed customer service
solution with embedded customer database and FAQ builder, support for file attachments and automated ticket escalation.
|
|
(c) - 2003-2007, CGI Research. All rights reserved.
