Helpdesk Support - Helprace

Taking the next step

Helpdesk support software is a platform for managing a company’s interactions with current and future customers. It involves using technology to help direct customers to agents. Many organizations rely jointly on helpdesk support systems as well as a community forum to provide helpdesk support. Users can easily answer their own questions in the community or use the self-service menu. In fact, over 70% of users prefer to use self-service instead of contacting support with a question – and that number is constantly growing.

Can a cloud based helpdesk support system help your customer service department?

How can your customer service department utilize the ever-changing tools of cloud computing and online social engagement?

Save money

We already know that customers prefer self-service through an intuitive database of answers. This way, you can save resources by eliminating additional calls to your call center, or emails to your support team. In the end you save labor, overhead, and IT related costs. That’s a lot of saving! Remember that while you save customer resources, you keep saving and retaining customers while providing measurable, proven customer support.

Reduce tickets

Sometimes it’s frustrating for a customer to send an email and wait a few hours before receiving an email. Even the best customer service agents with the best helpdesk support system out there can fail to provide exceptional service each and every time. The key to success is a reduced number of tickets, so that agents aren’t pressurized by volume to craft a well-thought response.

Increase productivity

Agents spend a lot of their time filing or doing mundane tasks such as organizing or responding to similar messages individually. Not only that, agents also spend a good chunk of their time answering tickets that they wouldn’t need to deal with if only a well-developed community plus helpdesk support was utilized. With Helprace dedicated helpdesk support, your ticket numbers drop substantially so your agents can dedicate the bulk of their time crafting responses to tickets that truly matter, ensuring excellent customer service.

How do you commit to brand new helpdesk support?

It’s difficult to completely change your ways and start using a new helpdesk support system. At Helprace, we believe this transition should be smooth and effortless. That’s why we invite you to check out our tour to familiarize yourself with the interface and features of new helpdesk support using the cloud system. If you’re feeling uncertain about the prospect, rest assured our free trial may just change your mind!

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