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February 07, 2008

Help Desk Software | Improve Efficiency & Customer Satisfaction

By TMCnet Special Guest
Anne Sych, Marketing Manager for Novo Solutions, Inc.,


In today’s fast paced business scenario managing customers' 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:

--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
--Integrated knowledge base to store and build resource knowledge for self help and employee reference
--Ability to prioritize requests and/or route to appropriate personnel across departments
--Good, trackable problems & resolutions
--Flexible reporting
--Accommodate time zone issues to provide international support

Other beneficial features are:
--Web based operations that can be accessed from any PC
--Work flow capabilities to automate processes, reducing manual slow downs or mix-ups
--Ability to run in conjunction with your current software environment – there should be no need to reorganize
--Functionality should fit your organization
--Scaleable solutions that meet your current needs, while providing add-ons for future growth possibilities
--Vendor support – both self help and prompt representative support
--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.

Free trial versions of the Novo Help Desk Software, Knowledge Base Software, Asset Management Software and suite of web-based Customer Support Solutions are available. Contact for more information.


Anne Sych is Marketing Manager for Novo Solutions, Inc., an Independent Software Vendor (ISV) in Virginia Beach, Virginia, specializing in Customer Support.

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