Archive for June, 2011

Looking to Build an Effective Help Desk? This Article Could Help.

This write-up appearing on TNW (authored by vendor GoToAssist) caught our eye this morning. It’s a good high-level read that covers the basics and bases in terms of what construes an effective support ecosystem.  See below for an excerpt.

Setting up a helpdesk for your startup can be a daunting task. Outside of enterprise circles, it’s not something that’s discussed very often — in fact, many startups don’t bother to go much further than services like Get Satisfaction to begin with.

But it’s not as difficult to set up a great helpdesk for your small business, and in an age of faceless startups who often seem more interesting in getting that next round of funding than making customers happy, one at a time, providing the best support experience you can is an easy way to get ahead.

Planning: Choose Your Software

The first thing you need to do is decide on the backbone that’ll be running your helpdesk. The software that every member of your support staff relies on needs to be top-notch, reliable and offer the features that your specific business needs to do a stellar job.

If you’re going to be running a call center, you’ll need to take a different approach to your completely digital brethren — tools from companies like NCH or Interactive Intelligence will prove useful.

Read the full article at below. Enjoy!

Categories: Random Postings
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