Posts for "Help Desk"

I'm tired of the debate on telecommuting. I’ve seen the data, and the answer is clear: Work-from-home employees are less efficient. It isn’t even close. Here are just some of the things we found at Enkata when we analyzed worforce performance data: Higher Productivity: People who come into the office just get more done.  In one data set, office based workers were 50% more productive than people at home. Maybe they’re learning from their peers. Or maybe they just have a better idea of what is expected of them. Bottom line is more output per work hour. Lower idle time: Don’t blame water ... READ MORE

Today's software customer doesn't have to rely on software reviews of questionable origin, or lists of features on a software provider's website to try to choose the best software. That's because the free trial is the norm these days. You expect to try out software yourself before committing to a purchase, and the increasing availability of cloud-based software makes these test drives easier than ever. Remember when free AOL CDs arrived in the mail all the time? People ended up hanging them on their Christmas trees, gluing them together to make giant hockey pucks, and using them to make weird chandeliers. ... READ MORE

Widespread adoption of software as a service (SaaS) is driven by numerous factors. Web-based user interfaces and applications are decreasing demand for traditional client-server software. Furthermore, the cost of developing new SaaS solutions (including SaaS service desk software) is falling, allowing more competitive challenges to traditional software vendors. Companies large and small are seeing the wisdom in turning to SaaS for more of their enterprise software, since it avoids the problems of on-premises software, takes advantage of economies of scale, and is far more cost-effective. Here is a brief timeline of where SaaS has been and where it’s headed: The 1990s: Software Bloat, ... READ MORE

Jitbit is a small company with a big customer base. A Help Desk software provider, Jitbit counts Intel, Chevron, Philips, Siemens, and Vodafone among their 500+ customers. We sat down with founder Alex Yumashev to learn the secret of his success, and to understand how Jitbit can help companies both small and large supercharge their help desk team. What is your company's mission? Both me and my co-founder have customer-support background (we were software engineers in a bank), and looking at all the unbelievably ugly tools people used to provide tech-support, we had no choice but to create a help desk app ... READ MORE

Conferences are great. In fact, the SunView Software team is about to participate in the Pink 13 conference in Las Vegas. At about the same time, our UK partner will be working the Service Desk IT and Support Show with great attendance expected. Following these shows and others, IT professionals feel energized and ready to change their IT Organizations for the better. It’s a great time to be part of a business that is ready to embrace change and make a difference. Unfortunately, what tends to happen more often than not is the “high” from attending a conference quickly fades away. ... READ MORE

The most basic way to get started with ITIL in your IT organization is the ChangeGear “ITIL-as-a-Service” essentials solution. There are five minimum components that we recommend in order to start an ITIL implementation: Incident Management, Problem Management, Change Management, Service Catalog, and Service Asset & Configuration Management. You can think of the ITIL-framework as an empty egg basket with about two dozen compartments. By filling each compartment with your valuable, delicate, egg-like processes, you begin to build your implementation. Your processes can be any IT related process from a simple password reset to a very complex upgrade of a core ... READ MORE

Your customer service department is a vital ingredient in the success of your business, but many companies skimp when it comes to their help desk. The emergence of new technologies and increased use of cloud services has made customer service easier to manage than ever before, giving help desks the ability to receive more tickets decrease response and resolution times. So what kinds of cloud help desk solutions are out there to help your customer service department maintain a high level of service? We've compiled a list of our favorite cloud help desk solutions that will not only help you improve ... READ MORE

Join us for a detailed look at questions asked by members of the Business-Software.com Community. Today’s question comes from Simeon A., in Redwood City, CA, who says, “I’m looking for a Help Desk solution with quick implementation time with forum capability and re-branding without much custom coding.” To answer this question let’s start at the top, with implementation. Implementation A successful help desk software implementation is as much about strategic planning and selecting the correct product as it is about the actual technical implementation of the solution. The process begins with analyzing your workflows and defining your requirements. Once you understand issues ... READ MORE

Think of the name Salesforce.com and the first thing that comes to mind is, naturally, cloud computing. In particular you might think of cloud-based Customer Relations Management, the segment that Salesforce has pioneered and maintained such a dominant presence in in recent years. But it wouldn't be correct to assume the company hasn't been expanding into different avenues of the business software industry. One of Salesforce's most recent expansions was heralded with its 2011 purchase of Desk.com, a developer focused on taking the traditional model for help desk software and integrating it with social media platforms. Help desk software might not ... READ MORE

In the past few years numerous businesses have experimented with using social media as an avenue for delivering customer support. Social support is a unique proposition, representing an intersection of technical support and marketing, where a company can improve customer perception and brand visibility while simultaneously addressing customer concerns. Today, leading companies like Comcast and Home Depot operate successful social support campaigns, and their efforts are built on software developed by vendors in the burgeoning social customer support software segment. In a report outlining the imperative for social support, Forrester analysts cite statistics which reveal that customers today don’t just welcome ... READ MORE