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Help Desk White Papers and Demos

The WOW Guide to Self-Service Support
White Paper provided by Desk.com

The purpose of this WOW Guide is to help you and your organization get started with knowledge base content, cut down incoming customer interactions and provide amazing customer service through an engaging online support center.

The Ultimate Guide to Self-Service Support for Fast-Growing Companies
White Paper provided by Desk.com

One form of customer service on the rise is self-service support. In this “Ultimate Guide,” we will be touching on the foundation of self-service support – primarily, what this level of support means to fast-growing companies as well as their customers and organization.

From the CIO Perspective: What's Your Customer Service Agenda?
White Paper provided by KANA

The business-customer relationship is changing and these days, it’s customers who are calling the shots. No longer is the relationship a simple transactional one in which the business offers its goods and hopes the customer decides whether to buy or not.

Customer Service Channel Trends Study
White Paper provided by KANA

When we first set out to research the state of the customer service market in 2012, we made sure to build a survey we could repeat each year to track changes in the evolving topics of customer service.

Building a Profitable Omni-Channel Customer Service Experience
White Paper provided by KANA

Customers demand an omni-channel customer service experience. They are no longer willing to settle for just one single channel. A service experience spanning phone, email, chat, Web, mobile, social media, in-store kiosks, IVR, SMS or in-store visits has become the expected norm.

Choosing the Right Solution: Issue Tracking Software for Customer Service and Support
White Paper provided by PhaseWare Inc

When it comes to issue tracking software, the practical need is fairly clear: you have customers and/or employees to support, and you need an established set of tools to organize, track, and measure these services. Many software solutions available today offer the tools you need; however, it’s necessary to understand your specific needs before comparing products.

Choosing the Right Solution: Customer Service and Support Software
White Paper provided by PhaseWare Inc

The practical need for customer service and support software is fairly clear: you have customers, you provide customer service to them, and you need an established set of tools to organize, track, and measure these services.

Choosing the Right Solution: Knowledge Management for Customer Service and Support
White Paper provided by PhaseWare Inc

In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.

Choosing the Right Solution: External Help Desk Management Software
White Paper provided by PhaseWare Inc

In general, help desk software is discussed in terms of the enterprise solutions designed for large companies. What about smaller companies simply looking for a more efficient way to support their employees and measure productivity?

Choosing the Right Solution: Customer Complaint Management Software
White Paper provided by PhaseWare Inc

For even the best customer service companies—those with droves of highly satisfied customers—customer complaints are just a reality of doing business. In fact, these companies often owe part of their high satisfaction ratings to the strength of their complaint management systems and processes.