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Article Title:
Help Desk Software | Improve Efficiency & Customer Satisfaction

Article Description:
In today's fast paced business scenario managing customer's 
requests has become more and more complicated.  Call volumes and 
customer expectations are high and may exceed what staff can 
effectively respond to.

Additional Article Information:
489 Words; formatted to 65 Characters per Line
Distribution Date and Time: Tue Apr  4 01:49:36 EDT 2006

Written By:     Anne Sych
Copyright:      2006
Contact Email:  mailto:[EMAIL PROTECTED]

Article URL: 

For more free-reprint articles by this Author, please visit:


Help Desk Software | Improve Efficiency & Customer Satisfaction
Copyright © 2006 Anne Sych
Novo Help Desk Software

In today's fast paced business scenario managing customer's 
requests has become more and more complicated.  Call volumes and 
customer expectations are high and may exceed what staff can 
effectively respond to.  

In a typical support scenario the customer would either email his 
support request, never knowing if it was received and when it 
would be acknowledged, or he might place a telephone request. 
Long hold lines or having to leave a message only leaves the 
customer feeling more powerless.  If the call is taken first 
response, often it has to be routed to the appropriate personnel 
wasting valuable staff and customer time.  And since few issues 
are resolved on the first call, support staff is perceived as 
providing poor service. Valuable time is wasted, corporate 
perception is tarnished and customers are left frustrated.

Enter "Help Desk Software" - today's tool for providing an 
efficient way to manage problems or issues, creating an effective 
chain of communication.  Help Desk Software is a comprehensive 
tool that acts a "virtual director" for routing and tracking 
issues, so that they can be quickly and efficiently resolved, 
conserving support staff time and promoting customer 
satisfaction. When bundled with "knowledge base" functionality, 
the system becomes a repository of information for customer self 
help, and employee information alike.

Help Desk Software performs as an "online support staff" managing 
inquiries and streamlining support processes.  And since the 
software provides virtually unlimited aid to employees, even 
junior level analysts become experts.  Problems are resolved more 
quickly, existing reps can serve more customers and employee 
training time is reduced.  

Typical Help Desk Software Components Include:

1. Easy to manage ticket queue that can be set for end user self 
   help and/or support staff issue management - customers enjoy 
   finding their own answers without typical wait times
2. Integrated knowledge base to store and build resource 
   knowledge for self help and employee reference
3. Ability to prioritize requests and/or route to appropriate 
   personnel across departments
4. Good, trackable problems & resolutions
5. Flexible reporting 
6. Accommodate time zone issues to provide international support

Other Beneficial Features Are:

1. Web based operations that can be accessed from any PC
2. Work flow capabilities to automate processes, reducing manual 
   slow downs or mix-ups
3. Ability to run in conjunction with your current software 
   environment - there should be no need to reorganize
4. Functionality should fit your organization
5. Scaleable solutions that meet your current needs, while 
   providing add-ons for future growth possibilities
6. Vendor support - both self help and prompt representative 
7. Asset management integration 

Help Desk Software has quickly become the most used type of 
customer support program around the world, and is a must-have for 
any new or existing online business.  Making sure that all your 
customers' concerns are answered and that they are satisfied with 
the service they were provided will ensure your business's 
success.  Clients are happy - management is happy...this is 
definitely a win/win.

Written by: Anne Sych, Marketing Manager for Novo Solutions, Inc.

Novo Solutions, Inc., is a software developer in Virginia Beach, 
Virginia specializing in Customer Support Software. Free trial 
versions of the <a href=>Novo Help Desk 
Software</a>, and suite of 
web-based Customer Support Solutions are available.  
Contact: [EMAIL PROTECTED] for more information.



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