Running staff morale with Help Desk SaaS Offers

No customer wants to contact support and experience a dry, weary voice at the other end, it seems that they would rather be elsewhere. If you want to boost morale among your team's help desk, consider using a support SaaS strategy. Complex data about its customers will be right on the easy to navigate screens, allowing your service team feel ready and prepared for processing applications.
Lots to enjoy on the Help Desk SaaS
Benefits of SaaS service a lot, including fast and easy deployment without complex training. Most vendors will offer a free demo, so you can try before you buy. The technology allows you to effectively capture and manage customer comments and questions that come online, and a bonus automatically keeping your customers informed about what to expect next.
Add as you go to the Help Desk SaaS
Support service SaaS platforms and can give you a quick, deep access to the knowledge base where you will store your previous resolutions on the issue, so you do not have to repeat the process of solving problems. You can also select some key features of using the SaaS platform table, adding as you go (and grow).
Bilateral operations make a difference
Many manufacturers, like HelpDeskSaaS, manage both the front and rear end of your help desk for even greater functionality. With permission, some members of your staff can analyze all the functionality of your service from any Web browser on any computer.You can even control the various levels of user roles in your range of services, such as administrator and end-user or customer service agent.
Client management Help Desk SaaS makes for a pleasant Contacts
At the same time, your clients have more control over their own investigation into the help desk because they can navigate through the stored knowledge base previously handled cases. Since most customers like the immediacy and updates, these functions are also included in the package to support SaaS solutions, which provide an easy way to view the status of their job ticket. This may take the form of an e-mail that goes to your customers, or they can view a screenshot. What does this mean for your team's attitude is that technical support can be more relaxed, pleasant queries and not disappointing.
Valuing knowledge of your team
Part of having a positive atmosphere among your employees help service means that they should not have to answer the same questions, and they feel that their skills are valued. The knowledge base features information service SaaS platform enables users to easily search for tools to address requests, even by keyword search. Articles can be arranged group made private, or transfer of these groups. They can also be edited quickly.
Flexible tickets Provided Help Desk SaaS Options Plus
Also examine the ticket management functions using the SaaS platform table, if you want to boost morale among your team. A complete package of information for the service call must be available and views of a single ticket database, with the successive steps for managing and analyzing the various tickets. Have flexibility to add a comment or assign a ticket to another team member is also useful for situations where top-level expertise is not required.
Let's face it, happy people create happy customers, and vice versa. Let a support SaaS solutions to create a good atmosphere in your organization.

Take Your IT Help Desk show on the road with the new SysAid phone application

Right in the palm of your hand can be your opportunity to launch, manage, analyze and optimize your help desk system with a new application phone SysAid for Windows Phone 7 (WP7). This is just one way to help desk technology is evolving, and SysAid is one vendor who is at the forefront.
What is intriguing about SysAid technology?
Simply put, WP7 does a lot. This allows you to sort and manage information from multiple accounts and settings of your office documents, like you, and Fr. It may also take different versions of fashion applications. Since you'll be saving a lot of time with the new IT Helpdesk application SysAid, it can also be useful to note that WP7 comes with Xbox LIVE is already installed.
To be free from cumbersome laptops with SysAid
All service requests and their status updates may be available with SysAid IT help desk applications, making it very convenient tool for managers. He also works with processes such as asset management from any computer with you. The fact that you save it to sit down and open the laptop when you want to make a rapid change in the status of the ticket.
Speed ​​Comes with SysAid, but not without loss of quality
Even with all this speed, SysAid is not left out of quality and safety, boasting that the product provides a masterful, but gives you more freedom on the move - bringing it in support of technology to new levels. Functionality for the phone application, as well as his laptop or workstation through relatives that allows a mobile support service, where you can pop filter and Helpdesk tickets and change of status, as well as priorities and organize by date, when they should be completed . You can also filter the list of assets on the ground and work with most problems associated with the introduction of a new service request, minus the potential to change the ownership of assets and several other related fields.
SysAid application for WP7 is compatible with all versions of SysAid IT and free application. It comes in a number of initiatives to SysAid, to help you make your IT show on the road, such as the BlackBerry IT Helpdesk application. This application allows IT staff to monitor requests for maintenance and management of IT assets in real-time format. Ultimately, the application SysAid is designed to give you more control and greater access to service requests, as every request will be processed quickly and efficiently.
This is only the beginning
You'll probably see more innovation like this in the near future. SysAid help desk IT applications is also available in the major smartphones as Android, iPhone and BlackBerry. With several years in the arena, SysAid also provides solutions for reference services and other operations, including the tool created by the best practices of ITIL. You can choose one of the SysAid as on-site or SaaS, and there are versions for each size of the organization.
Help Desk review of SysAid
If you like the idea of ​​a table SysAid using portable equipment, you can also look into SysAid Pro Edition. It can maximize the grid and several processes, such as IT, and automate your customer support and making everyday tasks easier. It also offers a single interface that allows you to have high performance without being overly complicated. Inventory updates and changes are tracked with SysAid Pro, and you can have additional remote access capabilities, managing multiple projects and prioritize tasks and workflow.

Free Your Mind (and some of your budget) with a virtual help desk solution

An exciting element of help desk technology to consider is the virtual help desk. It’s virtual, so it’s not your people handling the help desk calls on-site. It’s a help desk, so it handles some essential help desk processes for you at a typically lower cost than on-premise deployments. It can also give you more time to address other IT projects and forward-thinking actions.

Take a Picture, Would You?

Advancements in virtual help desks are occurring rapidly, and one to take note of is MirrorCloud from Zenith Infotech. It’s geared toward small and midsized businesses and works with the SmartStyle platform using technologically-savvy mirroring processes and snapshot functions. One of the benefits is very strong reliability, because you can instantly see a picture of a server problem immediately, slashing your time to repair any server or desktop malfunction. It’s just one of the tools you’ll find for your virtual help desk from Zenith’s SmartStyle cloud-based tools.

Breaking Through “Walls” Toward the Virtual Help Desk

You could look for MirrorCloud to actually help launch new technologies in virtual help desk services, because it removes a perceived fear of not knowing where something went wrong and not being able to fix it in order to keep your help desk running its best. Reliability is achieved with this solution across your infrastructure because multiple workstations and servers can access it.

Want a private, ultra-secure cloud for your virtual help desk? You’ll get it with vendors like Zenith, along with non-stop data mirroring. Of course, one of the outstanding aspects of a virtual help desk is that you can select as many features as you desire with top scalability without going into budget mayhem.

Not a Help Desk Expert? No Problem

If you don’t feel like you know everything about help desks, virtual help desk solutions like Zenith may be even more appealing. Staff members can handle your customers’ calls and questions with precision, freeing up more time for your team to focus on technical issues or other areas of their expertise. You’re also likely to see a decline in operational costs, and you won’t need to spend months establishing your own internal help desk. Your staff, in turn, may be more energized to turn their attention to projects like business development.

Want More Time for Other IT Projects? Try Virtual Help Desk

Consider this success story from Intellisyn Communications Inc. The organization was struggling, as you may be, to resolve problem tickets and answer support calls while still making time to move ahead with key projects. Using tools from Zenith, Intellisyn’s help desk calls are now being processed virtually with lots of positive feedback. The tech staff at the organization can devote more energy to on-site issues and even activities like expanding their knowledge base.

Virtual Help Desk Brings Personal, Fast Service

While your internal IT team may be busy with multiple projects and tickets, virtual help desks strive to handle customer service at the first call, but are also able to tier or triage your calls onto different levels, tracking the progress as they go. You may want to look for a virtual help desk provider that offers a live person to handle the call, as does Zenith.

One Step Ahead of the Problem

Intellisyn’s budget has seen real benefits from handling their help desk virtually, because they haven’t had to bring on more staff to process the service requests.  The company is now also addressing something you may have on your mind – being proactive to take care of challenges before they happen, instead of having the help desk always in reactive mode. The Zenith package allows the network to be carefully monitored so that in many cases, the challenge is already known even before a customer call is made.

What’s the best advantage of a virtual help desk? You may have your own opinion, ranging from saved costs to more time for other projects, but from a customer perspective, it comes down to getting their request handled in a professional, efficient manner – and that’s pretty freeing to everyone.

Small Business Solutions | Help Desk Software

March 21, 2011 | Author annesych

Your business may be small – but your business needs aren’t!

Many small business owners think that request tracking, or help desk software is just for call centers or large IT shops, but that is not the case.  Small organizations that have the same need as larger organizations to keep track of requests can benefit greatly from a request tracking solution.

It is amazing what people resort to to keep track of requests.

• Email
• Manual forms/work orders
• Excel
• Even post it notes

Today there are affordable, easy to use tools to track and manage your
day-to-day requests.  This helps:

• Organize requests by date, priority, customer, etc.
• Automatically route requests to the appropriate person/department
• Give administrators the ability to see what requests are ‘open’ at a glance
• Allow for reporting to see who did what, how long it took, number of incidences, etc.
• And best of all keeps things from falling through the cracks

Hosted, or cloud based solutions allow you to access the tool from any computer and pay by the month – you only pay for the service as long as you contract to use it, with no software to install.  And when your company grows you just add more administrators to the license – so you only pay for what you need.

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Procedures Management | Knowledge Base Software

April 7, 2011 | Author annesych

Some people only think of Knowledge Base Software as a tool for customer support operations, but if you have a KB system in-house you have an excellent tool for Human Resources.

All kinds’ company information can be placed into a knowledge base for easy access.  A quality system will allow you to set permissions so that only management can view restricted data, making it perfect for storing key employee resources.  With other features such as article review and workflows, HR can ensure that company information is constantly reviewed & up-to-date.

Let’s take a look at a common HR component – Procedures Management:

Whether documented or not, almost all organizations have ‘procedures’ on how day-to-day business tasks are completed.  Some attempt to document as many procedures as possible while others rely on verbal knowledge and training on how tasks are accomplished.  Imagine the value of being able to easily retrieve data on how procedures are performed!  This would:

• Ensure procedures are current and correct
• Serve as an ideal training tool
• Preserve Knowledge when an employees leaves

Check with your IT dept.  and see if they are using  a knowledge management system.  If they are you could share the software in what is called a Shared Services environment.  This environment allows you to share one application across multiple departments.   Data is categorized among the various departments, so you only see your information and they only see their information – this ensures data is kept secure! 

Typically all that is needed to expand the system is to purchase additional licenses for other departments and make easy configurations.  Additional modifications, such as customized templates are easily done to personalize the look and feel for different departments. 

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