IT Customer Service - Helprace
Benefits of using Helprace IT customer service software:
Your business demands an IT customer service platform
Technology-intensive products typically have very complex processes that need to be carried across to the customer. There are many issues that need to be resolved quickly and in many cases the support process invites the use of unified ticking, knowledge management and the closure of the feedback loop.
Whether you’re going after the new worker’s laptop setup manual or have to address a printer network error, tackling these issues with e-mail or phone messages just won’t cut it. Email, in particular is counterproductive to most IT environments where tracking, resolution times and collaboration are of utmost importance.
Most companies nowadays need to offer proper IT customer service internally as well as externally to outside clients. In order to offer IT customer service consistent with your service levels and customer satisfaction, you need to consider Helprace IT customer service software.
Your IT customer service is managed the right way
Most companies tackle IT customer service issues as they come flying out of nowhere before moving on to the next one. Helprace allows you to go further than that and get insight into your IT customer service trends. With service level agreements, tags, filters and automations you’ll never wonder why printer cases take the longest time to resolve.
Since your customers usually lead the way in technology adoption, shouldn't you put the power in their hands when contemplating your next feature release? Give users the power to ask questions, suggest ideas and report various problems publicly (or privately) depending on your requirements. The advanced self-service and knowledge management capabilities with instant answers give customers answers in record time.
As the general public relies on Google to get their questions answered, having your portal pages reflected in the SEPR allows your support department to receive more exposure. As a result, this can attract potential customers on your turf, turning support as a profit center instead of a cost center.
Self-service as part of IT customer service
When a repeat issue arises that floods your telephone lines and support inbox, you know there's a problem that needs addressing. All agents get virtually unlimited powers when it comes to drafting knowledge base articles, editing and sharing answers for tickets as well. There are also macros and canned responses that make it easy to address repeat issues on the fly. Better yet, customers can always be pointed to your feedback community where they can truly make their voices heard.
True, many issues can be solved by reading simple step-by-step instructions. Empower your users by compiling user guides, articles and allow users to help themselves. There’s also a powerful search and voting functions to ensure the right information stays relevant. As a result, there's nothing stopping you from giving Helprace a try.
