Time is of utmost importance to customer service teams and it should be used optimally and productively to make the best use of resources for IT support. Customer support teams and IT departments in general spend a lot of time managing service requests while they should be spending the majority of their time ensuring service requests are fulfilled. Customer support software such as a help desk solution enables you to simplify and automate service request management, thus giving back significant time for actual IT support.
Customer service software provides a central ticketing system that acts as the interface for end-users to log tickets and IT technicians to receive and manage tickets. With built-in process automation to cut down repetitive tasks associated with incident management, IT asset management, change management, etc., customer support software delivers the following benefits to IT teams:
Customer service software is an end-user- and IT technician-friendly help desk system that allows logging, assigning, tracking, and alerting and reporting on tickets to be done with simplicity and efficiency. By ensuring the complexity of managing service requests is eliminated, IT teams can be faster and operationally more effective in providing customer support.
SolarWinds® Web Help Desk® is an extremely affordable customer support software that delivers:
Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.
Checks and balances makes service management feasible.
Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements.