IT Customer Support - Helprace
You already know how to deliver IT. Let us tackle IT customer support.
When your front-line agents are tasked with tackling tickets, you will need to assign more and more resources for troubleshooting customer issues. When you have a knowledge base, you can answer questions before they are escalated into tickets. And when you do have suggestions and ideas, they get the proper attention by your staff followed by a solution or a road map to one.
There’s nothing worse than IT specialists getting overloaded with service requests when everything seemed to be fine beforehand. Chances are, your IT staff is spending time filing and assigning tickets instead of providing IT customer support. In addition, there are also different urgency levels, escalation priorities and more – Helprace IT customer support suite can handle it all.
The best part is that Helprace an all-in-one support solution, allowing IT departments to enable (or disable) support components according to their needs. These components are either the ticketing system, knowledge base or feedback community & tab. There are also options to customize your portal to match your business image with items like logos, homepage blocks, domain aliasing and SSO.
Community support and IT customer support all in one
Never repeat yourself again with support queries needing simple directions on resetting passwords. Provide a user generated community and knowledge base to minimize support loads for your staff. The best part is, these community portals are integrated into your IT customer support helpdesk admin panel so you never have to juggle different windows or programs again.
When you receive thousands of requests every day, they need to be properly categorized and addressed according to their urgency level. A dedicated help desk is what's ultimately needed to cut down on staff time and offer great support at the same time. A unified support system with a help desk, knowledge base and community system can streamline the support system, user experience as well as the agent experience, too.
Your Helprace IT customer support software suite
An online feedback community does a number of things. It closes the feedback loop for your customer, engages users in the feature request and approval process and allows you to respond to market demands quickly by listening to what your customers really want. This is the definition of omnichannel engagement - meaning the user has options with how to receive their support.
This means that when a customer has a question and far before it becomes a problem, it is solved in the appropriate channel. This keeps customer satisfaction up and improves the bottom line for the business.
Your IT customer support software has been designed from the ground up to meet the IT needs of your company. As a scalable, cloud based solution there’s no limit as to how many users or sections you divide your IT customer support into. Why not give Helprace IT customer support software a free try and see for yourself?