#saas helpdesk

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Why would you want to invest in SaaS Based Help Desk Software?

Many companies in this current highly competitive marketplace strive to increase staff efficiency whilst not slacking on customer service. Therefore something like an online help desk system becomes an increasingly important tool which will enhance service quality that can essentially boost customer satisfaction and loyalty. Arguably, there are many benefits that can be associated with a generic help desk software system; however, it is the features that are available via a system called Software as a Service (SaaS) that can prove to be hugely advantageous.

Why is it that an on-demand software solution is more logical, than an on-premise option?

The simple reasoning behind this, is that SaaS based help desk software (or you may see it on the market, as cloud based help desk software) offers extremely quick deployment. You could be up and running within a matter of minutes and additionally, the SaaS software eliminates much of the time, hassle and expense that are usually associated with installing on-premise software.

Additionally, a cost advantage is also present, because SaaS is often cheaper than on-premise help desk, because you are able to avoid the costs that are usually associated with the installation and maintenance of the software package; usually the costs involved with SaaS are administered by the Service Provider. From a company point of view, it allows your IT staff to work on other critical projects, rather than having to worry about the upgrade and improvements of the software and this makes financial sense!

The thing that would appeal to most companies is just how convenient it is as a software package, because accessing the software is simple and all you need is an internet connection, which allows more people to help and service customers.

Having a comprehensive and instinctive help desk software will set your company apart from its competitors within a fierce marketplace; it will help provide both the help desk operative and other relevant parties, with all the tools they require to quickly and accurately record, track and solve their client’s issues – whether this is internal or external.

Our help desk system’s core competences include:

An easy to use interface, which allows users to get acquainted with the software with little or no training

Personalised to incorporate unique processes, such as workflows and Service Level Agreements

Fully compatible with the office favourite, Outlook as well as other email providers

 Self-service ability for your customers to easily access a knowledge bank, FAQs, tips and tricks and other information that may help them self-resolve their issues.  

NeuQs as a SaaS help desk solution is the ideal help desk for your company, as it gives you 3 users for free, forever and if your business expands, additional users are available at a minimal cost.

To reap the benefits from NeuQs, you can visit www.neuqshelpdesk.com, where you can start using NeuQs on the Cloud for free (for up to 3 users), almost instantaneously!

[visionhelpdesk]

Vision Helpdesk is the only web-based helpdesk software that allows you to manage support for multiple companies at one place. With single front-end and each company having its own client portal makes it true satellite helpdesk.

[visionhelpdesk]

Vision Helpdesk V3 - A Next Generation Helpdesk

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How can help desk help you…

What is help desk software? How does it prove useful for my business? Well, read on and you’ll be able to get the answers to the above questions…

The simplest way to define help desk software is that it is a system that has been designed to enable IT Professionals work more effectively and efficiently. It does this by simply eliminating many of the traditionally manual processes that are normally associated with help desk software and can be considered as being boring, mundane and monotonous.

For example, small or medium businesses (SME’s) often require specialist IT Technicians to answer telephone calls, they then have to manually log the issue (this is a process that can often be quite time consuming and mind-numbing for the Professionals) – overall quite a long winded process, not to mention expensive!

So what’s the alternative? Your saviour is help desk software!

It has the ability to automate many of these processes, simply by using email or an online form.  Instead of customers having to phone or visit; they are able send an email or fill out an online form with all the relevant details regarding the issue at hand. This means that it’s not an inconvenience to your customers and also for your staff as they are able to deal with an issue in their own time, which increases their accuracy and provides a better service for the customer.

Consequently, it is much more convenient for both the customer and Help Desk Professional, as it provides a streamlined path, where reference and access to past communication is easy and accurate. Moreover, it is organised, fully traceable and perhaps most importantly, it allows a resolution schedule to be established, which can be agreed by both parties.

Help Desk Software is perhaps one of the most useful things that a business can invest in and implement within their company as it can make the normal resolution processes so much more easier and productive; therefore there are potentially hundreds of reasons to support this notion, but in order to keep our blog short and sweet, we’ve narrowed it down to 9 reasons as to why help desk software can make your IT Professional’s job easier and ensures your business success in an already competitive marketplace:

1.       Carry out tasks more efficiently

Efficiency is increased when thinking about both customers and staff alike:

a.      Customers are able to email their enquiry directly to the Help Desk Professional

b.     The Help Desk team are able to respond to their customers in accordance to their workload, to ensure the customer receives the best service.

2.       Multi-task your way through the day…

They say only women can multitask (!), however with help desk software, it can empower Help Desk Professionals to multitask. The help desk software will allow the Professionals to work on more than one issue at any given time.

3.       One Stop Shop for Customers

Customer can submit action and view all their help desk enquiries from one portal. Therefore, it is all organised under one roof and this eliminates any room for error.

4.       Tracking and Tracking the Ticket

Help desk software helps to keep track of time spent on any issue. The software can run reports which can help to determine how much time is spent on each ticket. It also allows for the most competent member of staff for a particular issue to sort it out as efficiently and as quickly as possible.

5.       Prioritising Tasks

Help Desk Software is a good tool when trying to organise your workload, as more often than not different help desk issues, need different levels of priorities.  The Help Desk Professional will then find it much easier to organise and carry out their tasks and ultimately keep their customers loyal and happy.

6.       Knowledge Bank

It’s a case of never do the same thing twice.

Help desk software has an important ability to either search through old tickets for a same or similar resolution. This will make the help desk operatives complete their tasks much quicker. Additionally, the knowledge bank can help your customer self-serve a commonly occurring issue – again, saving time for your Help Desk Analyst.

7.       Establishing Due Dates

Keeping track of due dates is much easier with help desk software because the system can either automatically or manually assign the due dates according to your requirements and when certain projects / tickets need to be completed by.

8.       Auto-assign help desk tickets

Help desk tickets have the ability to be automatically assigned within the help desk software system.

9.       Customise to your needs

NeuQs is able to gather a lot of information organise it and do many other things with it, for example creating reports. The help desk software contains many built-in information fields and it also extends allowing you to create customised ones, relevant to your business requirements. When comparing it to a telephone based help desk system, it’s clear that online help desk has many more features and can fulfil many more requirements.

Looking at the above list, it’s pretty clear that IT help desk has been specifically designed to make the lives of IT Professionals and companies, so much easier. Efficiency becomes much easier when help desk software is implemented within a business’ process as information is organised, recorded and traceable.

NeuQs can become the complete help desk solution for your business. Built using the latest technologies, such as Microsoft Silverlight and .Net Technologies, you can be rest assured your business is in the right hands. NeuQs is available both as a download and on the cloud. NeuQs on the Cloud is available free forever for up to 3 users and all you need to do, is visit our website at www.neuqshelpdesk.com, register and within minutes you’ll be up and running with NeuQs.

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Best Features of Help Desk Software

Help Desk Software can be identified as being a function which is full of information and assistance and is somewhere that customers can call up should they encounter any problems or difficulties. Additionally, help desk software acts as a communication portal between Help Desk Professionals and their customers. Therefore, where there is an issue, the help desk software plays its part to help solve these problems quickly and with ease. Additionally, the help desk software can provide to be a guide for customers regarding what they should do, if they encounter any problems.

Help desk software has many functions, with many different uses in order to help customers with their problem(s). The usual path is that customers will submit their issue into the system (either online or via email), and the help desk will then analyse the issue (with the assistance of help desk professionals) and then finally, it will provide an adequate resolution. Additionally, the help desk software is really useful as it will provide customers with a satisfactory solution through providing comprehensive information on the technical problem whilst maintaining a friendly and professional service.

When looking at the features of help desk software, there various aspects of the software, that will help to ensure your company stands out from the crowd:

Communication – the help desk software acts as a communication portal between help desk professionals and customers. A benefit of the help desk is that all data is recorded, so should the help desk analysts need to access any past information, they can do so quite easily.

Activity Tracking – the help desk software has the ability to monitor all the activity that is occurring. Additionally, having a tracking facility can also ensure customer queries are solved promptly.

Reporting & Analysing – this can be considered as being possibly one of the most important and perhaps most useful aspects of help desk software. If a customer has a problem, the help desk software will run through everything, and on the basis of this, it will create an appropriate report. It also has the ability to analyse the problem, and provide a detailed report as a result.

 Real Time Alerts – customers are able to reap the benefits of being kept in the loop, while their issue is being resolved.

Self Service – If a problem reoccurs, the help desk system will be able to place the resolution into a knowledge bank, where the customer can access the information themselves and resolve it accordingly.

NeuQs, help desk software provides a robust and easy to use help desk service to assist organising help desk tickets. NeuQs is available both as an on-premise download and on the cloud. You can trial the software with both versions – on-premise download will give you a free 30 day trial and the on-cloud version will give you three users for free, forever. To find out more, please click here.

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10 Advantages of Implementing Help Desk Software within your Business

In a business world, where technology is at the forefront, help desk software is used as a tool to help streamline the important relationship between customers and Help Desk Professionals taking into consideration both the online and offline world. Help desk software is available in a variety of formats, web-based, on the cloud, on-premise and so forth.

Therefore, when making the important decision about which help desk software to opt for, it is important to:

Determine what you would require from the help desk software – therefore, an analysis of current occurring issues must be carried out.

Opt for a software package that is compatible to the computer system, your organisation has in place. Although, something useful to remember is that if you opt for an on cloud help desk service, it will work with most computer systems and internet browsers.

Analyse what the software has to offer (for example, ticketing, knowledge base, etc.) and compare this against what your company needs from the help desk software.

 Ultimately think about why your business needs to invest in help desk software…is it because the company finds it difficult to manage customer’s enquiries or other reasons.

If you are unsure about which help desk software to opt for, it is useful for you to sit down and make a list of the reasons why your corporation should invest in help desk software. Arguably, if improving ‘customer relations’ appears on your list, then it’s a no-brainer and you must definitely invest in help desk software.

Furthermore, please see below for a list of advantages that your firm will be able to reap the benefits of, should they invest in this valuable piece of kit:

Help desk software has the capability to handle many help desk enquiries at any point in time.

Having an internet based help desk software will enable a company to grow, through helping both potential and existing customers to communicate with the business more easily.

Help desk software can also help reduce costs, as organisations have no need to invest in expensive telephone call management systems.

The help desk software provides reassurance to customers, as it has the ability to operate 24/7. The reason behind this is that customers can send an email into the system and to their benefit there are no time restrictions associated with this. 

Help desk software enables many tasks to be made automatic, for example, if a customer has a reoccurring problem, the help desk software is able to create a log it within the knowledge bank, and the customer is then able to access the log themselves, and they can then solve the problem independently.

The software encourages employees to be more efficient as many of their tasks are made automated. The company will be able to deploy these employees in other areas of the business.

Help desk software acts as a central point of communication between the Help Desk Professional and customer.

Help desk software is able to record all activity that occurs through it.

The help desk software is able to provide analysis and create reports on calls that come through the system.

Fundamentally, the ideal help desk software should be able to improve and manage efficiency, which will help the business grow, through a combination of both existing customers and new customers.

To fully reap the benefit from help desk software, why not try NeuQs. NeuQs is a new help desk software on the market and it is a help desk software that fulfills all the above.

NeuQs is available both on the cloud and as an on-premise download. If you opt for the on cloud version, you will receive 3 free users, forever and any additional users are available at a nominal cost. However, if you would prefer to opt for the on premise version, you will receive a free 30 day trial, with no pressure to sign up.