Help Desk Software Central

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  Customer Service Software

It's a business fact of life. If you don't grow, you don't survive. But if you grow to quickly, you risk alienating the very customers which allowed your company to grow in the first place. Most entrepreneurs know that these points add up to something commonly known as growing pains. But with superior Customer Service Software, these growing pains need not be so harsh.

  Customer Service Software Features

When your company is looking for a customer service software package to better serve your customers, there are many points you should be looking at. First off, and certainly the most important of all, is how big is your customer service department? Or, if you are looking for help desk software for your customer support department, how many representatives do you have on staff?Choosing a customer service support software package hinges greatly on this point, if only because certain systems require certain numbers of staff in order to be economically feasible.

What's more, customer support software, or any help desk solution should be scalable. This means, it should work just as well with a customer support team with 10 members as it does with a customer service team 200 strong.

An important point that most IT managers and managers in general miss out on is the general ease of use in a customer service or help desk software product. The fact is, when a salesman is mid pitch, and the options, benefits and features are flying in all directions, we often forget the main, basic point of the software.

That is, sure it can provide basic help desk or customer support, but the real question is, how complicated is the system?

Thinking about your help desk or customer service software from the point of view of the actual people who are going to use it is critical. Ease of use should be a number one point whenever considering a software or technology investment of this size. Our help desk software program is designed with ease of use in mind.

In the end, it breaks down to raw costs. The average customer service software or help desk software system can cost anywhere from $10,000 to $200,000 to implement. But, if your system cost was $10,000, but the training costs in the area of $200,000, you are not only dealing with an expensive install, but probably a customer service software product which is going to become a liability to your organization.

Put it this way: if it takes each member of your helpdesk or customer service team a month to learn the product and begin using it efficiently, how many man-months is it going to take to re-energize the system if it goes down (as, sadly, many do).

Choosing a customer service software product is never easy. But, a lot of important research and groundwork is eliminated immediately when one actually tries it. You may be management, and perhaps may never touch the product once it is installed - but, ignoring the ease of use factor when considering a major customer service software investment could cost you more than you might think.

If you have questions or concerns, please contact us here. Or, try a free demo of our system now!

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EDS Chooses IssueTrak
Help Desk Software

For a VOIP infrastructure project involving 600 locations around the world, EDS needed a robust, Web-based issue tracking system. Their choice after looking at over 40 packages? IssueTrak. Read other case studies below...

Case Studies of companies currently benefitting from IssueTrak Help Desk Software

Incoming Email
Available Now!

In response to customer feedback, IssueTrak has developed a new add-on module that converts incoming emails into manageable issues in the IssueTrak database. (continues over)

The new email processing module from IssueTrak.