Help Desk Software…and More!
Welcome to Helpdesk.com, a leading destination for IT help desk software. Here you’ll also find downloads and resources for help desk management, IT asset management, CRM software, help desk jobs, industry events, service and support white papers, and more.
Since 1995, Helpdesk.com has been the service and support industry’s premier online resource for all things help desk and support related. We’re a trusted source of reference for the global audience of IT evaluators, buyers, users, and desktop support professionals who believe in the benefits of delivering premium customer service and internal IT support. We appreciate you visiting our site!
Resources for IT managers, system administrators and others include service and support vendor listings, help desk and CRM white papers, and industry event listings. Resources for IT buyers and evaluators include free and trial software downloads (for help desk, CRM, and more), educational white papers, vendor listings and reviews, and more.
Free Help Desk Trial
- How to Take Your Customer Support Global *New!*
- How to Know If You Need a Helpdesk *New!*
- How to Create a Social Support Strategy
- The Handbook for Small Business Customer Service Managers
What is Help Desk Software Anyway?
We naturally get this question quite a bit! In summary, help desk or service desk software works to automate the service management and support function. Typical support desk purposes include helping users retrieve lost passwords, helping customers troubleshoot product issues, assisting employees with hardward and software technical problems, and more. There are number of service and support solutions available that offer rich and robust functionality for optimizing the help desk management process…
Looking for a Help Desk Job?
See our *real-time job listings* in association with CareerBuilder. Find a help desk or customer support job today!
Read the latest from the Help Desk Coach…
Eddie and his help desk team were perplexed. They were experts in their field, yet their customer service survey ratings were terrible. How could their customers not appreciate their expertise?
As their comments spelled out, customers appreciated the help desk’s expertise, but not the way they handled contacts and communication.
Here are some tips Eddie and his team incorporated to improve their customer satisfaction scores:
- Problem Solving Without the Lecture. Remember that the customer is calling you to have their problem solved, not listen to a lecture detailing every aspect of the issue. Eddie and his team provided so much background information and detail, the customers felt overwhelmed.
The Future of Service Desks in a World of Tech-Saavy End-Users
Randstad Technologies recently published an Infographic called “The Future of Service Desks: All About User Experience”. The Infographic positions the IT Service Desk in a rapidly changing world of tech-savvy end-users, within an environment that is increasingly being driven by mobile technology and social media channels.
How to Know If You Need a Helpdesk (Free eBook) *Featured!*
If you have the right helpdesk, you can know your customers better, offer the products and services they really want, and quickly respond whenever they need help.
Think you might need a helpdesk solution for your business? Download this ebook to find out what you should consider.
Whether you’re managing an internal helpdesk or external customer service desk, you’ll need to stay on top of the latest tactics and strategies to ensure maximum client satisfaction. While IT helpdesk management or service desk automation software can help streamline and optimize operations, it’s the “human factor” that arguably counts the most for effective support that satisfies your end users. Visit our Help Desk Coach section for insights into effective service and support desk management.
Q. Dear Help Desk Coach: *New!* I work for a state government network help desk. A lot of our time is taken up by employees in many departments calling my help desk, when they should be first contacting the help desk of their particular agency. OR sometimes the user does contact their agency’s help desk, but the user is told to contact us even though the agency help desk is the appropriate problem solver. This creates a lot of frustration for the employees and for my help desk. How can I bring this to the attention of the CIO so agency helpdesks do their jobs? Frustrated Agent
(See below for response!)
A. Dear Frustrated Agent: What a waste of everyone’s time and energy! Shame on the agency help desk agents who do not listen to the user’s issue and help. They are falling down on the job! I recently worked with a state IT helpdesk which had centralized IT support for all agencies. For all the headaches the centralization produced, at least state employees/users are provided support in a setting which promotes FCR (first call resolution)…
About Donna Earl & The Help Desk Coach
Donna Earl (aka the Help Desk Coach) specializes in assisting help desks and tech support deliver world class customer service. Since 1990 Ms. Earl’s international consultancy has helped organizations strengthen leadership effectiveness, customer loyalty, customer retention, and employee productivity. She is an internationally recognized speaker, business educator and consultant, executive coach and author.
Donna is a published expert on Customer Service and quoted in publications including Investor’s Business Daily and The Wall Street Journal, both US and European editions. Her articles and column are also published on Helpdesk.com. The fresh insight, emotional intelligence and proven strategies she brings to seminars on Customer Service transform help desk and employee performance. She has presented to over 200,000 people worldwide.
How to Take Your Customer Support Global (Free eBook)
Learn smart ways to expand your support operations and offer customer service across the globe—from Salesforce Desk.com, a leading helpdesk solution provider.
Download this e-book to learn what every small business needs to know to expand their customer support around the globe
It’s a Social – Join The Social Help Desk Revolution!
It’s impossible for an IT professional to go anywhere without hearing about the social media paradigm transforming the help desk function. Help desk software providers are rushing to augment their platforms with tools and technologies integrating social features and functions. The more advanced solutions not only embed Facebook/Twitter integration, but actually make these social platforms the center point of the solution (or in some cases at least provide the option for this). One could argue that social integration, like Facebook and Twitter, are probably more ideal for external customer (CRM) support.
- Read It’s a Social – How to Get Your Help Desk Into the Party! (Helpdesk.com blog)
- Read more: Help Desk Software TO THE CLOUD! (Helpdesk.com blog)
See Gartner’s Latest Service & Help Desk Software Magic Quadrant!
Gartner’s recent Magic Quadrant for IT Service & Support Management Tools (ITSSM) provides an insightful comparison of top service and support software vendors in the space. Functionality reviewed – pertinent to the help and service desk – includes problem/incident managment, change management, knowledge management, request management, and more. If you’re presently evaluating help desk service and support software, be sure to review Gartner’s assessment of vendors, including strengths and watch points. Also be sure to read it if you’re interested in learning more about the state of the industry in terms of technology and trend.
For further information on service and help desk management, visit these other valuable resources:
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