Since 2010, Richard works as a manager for an online store that sells various products, including mobile devices, computers, and other electronic items. Given the large volume of customer inquiries and issues they get from customers every day, he is wondering if there a service desk software program can help streamline their process. He asks—
“Hi. I am a manager of a web-based business and I was wondering how our company can make our process faster and more efficient when dealing with customers asking about the products or have issues with the items they bought. Can you give me an advice on what is the best service desk software for our company? Thanks!” – Richard, WA
Thank you Richard for your question. By the way, if you also plan on streamlining and improving the accounting system in your organization, feel free to visit our side-by-side comparison of outstanding accounting applications for businesses.
In today’s marketplace where everyone is getting more competitive, businesses need to provide more than just the best products and services to entice and retain loyal customers. To differentiate themselves from the rest of the industry and put them at the top, small business establishments as well as B2B/B2C companies need to provide good customer service and support, giving the extra mile to assure satisfaction of their loyal users.
For most businesses today, the service desk is regarded as the “front line”, providing the initial contact point for problems and questions from customers. However, many service desks still rely on error-prone, paper-based, and inefficient processes, including email trails to, handle customer issues.
In addition, a lot of companies are combining internal as well as external support operations, addressing centralized handling of the problems and issues of both employees and customers. While combining both support operations can improve efficiency, minimize costs, and optimize resources, it can also give you multiple challenges, including cross-training support staff, properly prioritizing issues, as well as integrating disparate procedures.
What are the top 5 best service desk software providers for your business?
FrontRange Solutions is a leading provider when it comes to IT Software solutions, focusing on help desk, service management, customer relationship management, and infrastructure management. Its flagship help desk solution is the HEAT Service and Support.
TechExcel ServiceWise offers a comprehensive service desk and IT service management package to improve various aspect of your business and support processes.
Desk.com provides an all-in-one customer support application, assuring you of exceptional customer service and support in a mobile, social world.
Vivantio produces and owns Vivantio Service Desk, which is an award-winning software solution for service and support teams.
Dell KACE is a leading provider when it comes to system management appliances. It produces Dell KACE K Series Appliances that provide a comprehensive, easy-to-use, and affordable system management using an appliance-based architecture.
Business-Software.com also explores the question whether a business should use service desk software. Another helpful article that you can check out is “6 Tips for Improving the End-User Experience with the IT Service Desk” from Samanage, an IT asset and service management software.
P.S. For further reading I recommend the following: should you use cloud hosted service desk software?; how to get cheap and easy online service desk software for small companies; and tips for beginners about Ticket Management Software.
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