Self-help solutions provide significant benefits for both customers and for company help desks. Consumers appreciate the opportunity to solve their own problems and answer their own questions online without having to call back several times or be put on hold. At the same time, help desk operators can be freed from many of the most mundane tasks and repeat questions in order to focus their efforts on answering more complex inquiries.

Call tracking systems can improve call center efficiency and help provide better customer service, but it is important to thoroughly evaluate prospective software packages before choosing which one will be implemented within a particular organization. There are a variety of systems available and they all have individual features. Some fit better with one type of organization than with another. Current practices and procedures; the ways that existing agents would use the system; methods for call queuing, routing and escalation; system integration; and a system capabilities for reporting and adaptability, are just a few of the issues that a company should take into consideration when considering system implementation.

In general, manufacturers claim that automated help desk software systems can provide for more effective handling of unexpected work spikes, in addition to increasing agent productivity overall. The level of support is increased while agents are assisted by technologies that allow them to focus their time and effort on more complex and important company issues while still preserving top-level service that customers have grown to expect.

Competitive pressures and tough economic times often force companies to do more with fewer resources. This critical issue, productivity, spans all industries and resonates with organizations large and small. The drive to survive and remain competitive drives companies to find ways to improve service and support. With the right technology, a Web-based service desk can provide a way to achieve these efficiencies and productivity gains.

The benefits of a true Web-based architecture are speed and functionality. The same holds true for out-of-the-box results. Online self-service capabilities can increase customer satisfaction and reduce staffing needs since they enable savvy customers to find their own answers quickly. Extensive reporting capabilities enable companies to track issues and address root causes. The ability to address highly complex customer service processes is a very beneficial one in that it saves costly IT staff time. Many customers are more comfortable with either e-mail or phone interactions, and multi-channel capability offers them options. The ability to leverage existing investments increases overall company efficiency.

The labor cost savings alone can make the practice of exporting customer support jobs outside the U.S. seem like a very appealing alternative. For example, the average salary for a customer service agent in India is only about $2,400 per year, a far cry from the salary companies typically pay for similar services in the U.S. In addition, call center workers in India are nearly all college educated, whereas their domestic counterparts are generally only high school graduates. Cheaper, better-educated labor sounds like a dream come true for most corporate executives. However, there are a few drawbacks to the offshoring scenario in addition to the obvious benefits.

Customer service cannot exist without customer interactions. Resolving customer issues typically requires many separate contacts with the customer. The close linkage of issue information and customer contacts in help desk software at every level is one of the keys to great service. By doing this and by following best practices, companies can control costs, maximize customer service, and increase revenue opportunities.

It's a whole new era for customer service, thanks to web-based solutions that can provide intelligent answers to customer questions, using less expensive alternatives that email or telephone services. Self-service is the latest innovation and it seems to be one that benefits both service providers and consumers. It allows customers to seek their own solutions, solve their own problems, and get the support they need when they need it, without substantive time gaps between the time the question is asked and the time it is answered.

Outlook help desk is compatible with Outlook 2002 and 2003 versions. User contact information is taken from the Exchange or Active Directory and automatically goes onto the ticket. Time tracking and history log features are available upon which technicians enter their status and information regarding time spent. Update and completion emails are sent to end users from the assigned ticket. Technicians are able to copy tickets to their personal tasks for synching with a handheld device such as a PDA.

The Numara Software Professional Services team has developed a broad array of packaged offerings based on our years of experience and thousands of engagements for customers of all sizes with needs ranging from simple to complex.