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Automate A Help Desk Automation Customer Service You Need

The help desk automation solutions available today are primarily Web-based, and provide a wide array of functions to enhance support-related processes, including:

  <li>    24 x 7 self-service, such as online problem reporting or job ticket opening, as well as FAQs and other documentation.</li>

  <li>    Support for multi-channel communications, including email and live chat.</li>

  <li>    End-to-end activity tracking and status monitoring.</li>

  <li>    Reporting and analytics to help identify important trends. Do certain products have higher than average defect rates? Are assembly instructions or user manuals difficult to understand? What new features are customers requesting?</li>

  <li>    Dynamic resource allocation that automatically assigns staff members to issues based on workload, as well as skills and experience.</li>

  <li>    Real-time alerts that "flag" potential support breakdowns, and instantly notify management when unusual or highly-complex problems are reported, or when issues go unresolved for an extended period of time.</li>

What to Look for When Choosing An Automated Solution
Not all help desk automation solutions are the same. While most provide similar functionality, only a few provide the customization capabilities needed to deliver truly superior support.

The ability to customize your help desk solution is vital for two reasons. First, customer needs, common issues, and support procedures vary greatly from industry to industry.

Additionally, each company has unique support-related workflow processes. The solution you choose must be flexible enough to conform to - or even improve upon - your existing processes, and should not force you to re-vamp or tailor those processes to fit the way the solution works.


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