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GroupSoft Systems GS/ServiceDesk Review

Product Snapshot

Technology

GroupSoft Systems GS/ServiceDesk is available as an on-premise solution.

Customer Focus

GroupSoft Systems works with enterprise and mid-sized companies.

Selected Customers

ABN-AMRO, Cambridge University Press, Baxter Canada, Flanders Investment & Trade, Delta Dental

About GroupSoft Systems GS/ServiceDesk

GroupSoft Systems GS/ServiceDesk GroupSoft Systems GS/ServiceDesk is a customer service software solution that works inside IBM Lotus Notes to convert emails and web messages into service cases. As these requests come in, the program can send out email acknowledgements and pull up customers’ profiles and request histories. Users can then check to see if the problem is ongoing, start the resolution process and escalate the case if needed. As reps go through their cases on a daily basis, the system can organize their complete caseloads into separate, individual folders. The product can send feedback surveys to customers upon case resolution, and users can maintain a knowledgebase for common problems and solutions. Lastly, GroupSoft Systems GS/ServiceDesk makes all of its databases fully searchable by keyword.

About GroupSoft Systems
GroupSoft Systems was founded in 1993 and is headquartered in Massachusetts.

GroupSoft Systems GS/ServiceDesk Features

  • On-premise customer service software solution
  • Works inside IBM Lotus Notes
  • Imports email service requests and issues confirmations
  • Tracks all progress towards case resolution
  • Organizes each rep’s caseload into a separate folder
  • Maintains a knowledgebase for customers and reps
  • Can escalate cases to the next level of customer service as needed

 

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