The growing variety of channels customers have at their disposal, while frequently handy for the customer, can allow it to be hard to supply consistent service to users. Many businesses simply let their customers create support requests via a web portal, which frequently made customers fill in necessary subjects; for example service plan or their account number. This helped ensure the reacting support representative had all the context that was needed to supply support but wasn't always a wonderful experience for the customer. Some favour the immediacy of brevity or a phone call of a Tweet.
Moreover, the formats that are different can’t communicate with each other, so it’s completely possible that two different support representatives will react without either one knowing it. If your customer e-mails a grievance to an organization, then Tweets that same grievance it could create double the support tickets. Also, that information is never captured for additional use, making it impossible for support representatives to reference preceding service problems with that customer.
These screenshots are just examples. A lot of customisation exists in NetHelpDesk for you to make screens display the information you want.
Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.
Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.
""NHD has really revolutionised the way we deal with help desk service enquiries, and it puts us streets ahead of the industry norm in terms of client communications and enquiry recording/auditing. We're working with them now to add in features we would like to see as the product moves forward, and booking in our yearly site visit to help us streamline our practices. From the initial enquiry, to present day, we rate their service 10 out of 10.""
- Steve Roberts, Premia Solutions Limited, UK
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.