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Transforming from Help Desk to Service Desk – Volume IV: Getting Self-Service Right with Six Simple Steps

Customer self-service is far from new. In fact, industry analyst firm Gartner projects that by 2010 self-service will account for 58 percent of all service interactions, up from 35 percent in 2005. Yet many companies are still grappling with how to get self-service right. Volume IV of this five-part series reveals six simple steps you can take to help ensure customer adoption of self-service processes, reducing their need to interface with live agents and enabling you to focus service desk resources on more strategic, complex issues.

About FrontRange Call Center Software

More than 150,000 of the world’s best-known brands use FrontRange call center software offerings to quickly improve their interactions with external and internal clients and achieve better business results.

About Heat Help Desk Software

HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management.

About Goldmine Customer Service Software

GoldMine Enterprise is designed for the business that wants its CRM to add significant value, not just automate sales calls.

FrontRange HEAT Help Desk Software Demo

Watch a demo of FrontRange HEAT.

HEAT Help Desk Reporting – Automated Reports Delivery

Deliver real-time information to enhance IT support processes and drive decisions.