helpdesk.com newsletter
Winter Edition - The Service & Support News


Dear [contact-First_name],
Welcome to the Winter edition of helpdesk.com's quarterly newsletter -- The Service & Support News -- the premier newsletter for help desk, CRM, and IT professionals.

This month's feature looks at a new survey by Ovum and Greenfield Online. According to the survey, poor customer service cost an aggregate $338.5 billion per year. This is all the more reason to work on continuous support improvement. Enjoy the read!

>Visit helpdesk.com

>Subscribe to newsletter

>Jobs for Help Desk & CRM

>Free CRM & Help Desk Software Download

-------------------------

Free ITIL HandbookITIL Heroes’ White Paper
Understand and implement ITIL Service Support without shedding blood!

The ITIL Heroes Handbook gives you a quick backgrounder on ITIL basics and dives deep into ITIL Service Support with examples drawn from real-world customers. It packs some action; you get to implement a Service Desk to understand how easy it is.

Oh, and we almost forgot -- the comic approach taken here keeps you awake while you are trying to read all this stuff!

helpdesk software directory Download Your Free Copy Now

helpdesk software directory Download Free Help Desk Software!

-- Sponsor Advertisement --

Carry Your Help Desk in Your Pocket

Need to support your users "on the go"? How about managing your tickets when you are travelling? In simple words, do you want to carry your help desk with you?

The ascent of iPhones and Androids has made the world go mobile and it’s in the process of changing IT support too. With the latest ServiceDesk Plus 7.6 edition, you can carry your Help Desk in your pocket!

ServiceDesk Plus introduces the browser-based mobile client compatible with all major mobile platforms in the market, which will allow you to manage your tickets on the move. Also with this release, ServiceDesk Plus packs Email Command, Complete Macintosh Support and Data Archiving capabilities.

Learn More about ServiceDesk Plus 7.6 Edition

Try ServiceDesk Plus Free -- Download Now!

FEATURE STORY

Poor Customer Service Costs Billions
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.

(Source: CRM Magazine)

helpdesk.comExcerpt: A new study, "The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement," may finally put the damage bad service can create into a language executive boards understand -- dollars and cents. According to the survey of 8,880 consumers across 16 countries, poor customer service cost an aggregate of $338.5 billion per year, the average value of each lost relationship across all countries surveyed costing $243.

According to study findings, companies in the financial services and telecommunications sectors should take special notice. Statistics reveal that financial services firms lost more than $44 billion, while cable and satellite television providers lost upwards of $37 billion. Wireless carriers and Internet service providers each lost...

>> Read the full story


THE SURVEY SAYS...

According to our most recent helpdesk.com web site survey:

Helpdesk.com Survey

>> Take the survey

UPCOMING INDUSTRY EVENTS

January 20-22, 2010
IT Expo East 2010
Miami, FL

January 25-28, 2010
5th Annual Call Center Summit
Orlando, FL

March 9-10, 2010
Gartner Business Intelligence Summit
Washington, DC

March 16-17, 2010
Gartner Customer Relationship Management Summit
London, UK

March 16-19, 2010
HDI 2010 Annual Conference & Expo
Orlando, FL

May 26-28, 2010
Forrester's IT Forum 2010
Las Vegas, NV

>> More events

 

FEATURED HELPDESK.COM DESTINATIONS

-------------

Help Desk Software

CRM Software

Asset Management Software

Outsourcing Vendors

Consultants

More Resources

-------------

FREE Help Desk & CRM Downloads!


RECENT INDUSTRY ARTICLES

Seven Resolutions for Network Management in 2010
(NetworkWorld)

Abstract: Hindsight is 20/20, of course, and predictions invariably come with so many disclaimers that you’re left wondering what you can do with them in the first place. So how can you really make a difference? What is really actionable about all those lists and predictions? Here are some suggestions for “resolutions”...

>> Read the full story

A Kinder, Gentler Help Desk
(cio.com)

Abstract: Help desks are replacing rudeness with customer care, and beginning to see their role as enabling employees to be more productive, rather than fixing computers that have caught fire. This new focus on soft skills goes hand in hand with discovering different, more effective ways of collaborating.

>> Read the full blog

Time to Make the Help Desk a Service
(ITBusinessEdge.com)

Abstract: The concept of help desks as a service is not especially new. Any number of companies -- Citrix, LogMeIn, Kaseya, ManageEngine, Intel and a host of smaller IT services companies -- have deployed help desk-as-a-service offerings. But now companies such as CA and BMC that traditionally focused on selling on-premise help desk software also have jumped into the market.

>> Read the full blog

10 habits of Superstitious Users
(techrepublic.com)

Abstract: For some users, the computer is unfathomable - leading them to make bizarre assumptions about technology and the effect of their own actions. Here are a few irrational beliefs such users develop.

>> Read the full blog

CRM Software – Finding the Right Solution
(isnare.com)

Abstract: CRM software solutions have progressed considerably in recent times. While the key ingredient in a successful system is always the design and planning, the software solution can also make or break your CRM. The first step is to plan your system based on your needs - and then match a best of breed solution that best fits those requirements.

>> Read the full article

In the news: ManageEngine Integrates Twitter with Customer Help Desk Software
(ContactCenterWorld.com)

Abstract: The new version of ManageEngine SupportCenter Plus uniquely targets and integrates relevant conversation taking place on the social networking and micro-blogging service, Twitter, allowing support technicians to identify instances of customers Tweeting about a company or its products. With the new Twitter integration, support professionals have another channel for communicating with customers, proactively offering assistance...

>> Read the full story


-- Sponsor Advertisement --

Free Help Desk Software from AdventNet

Download Your Free Help Desk Software Now


Copyright © 1995-2010, helpdesk.com. All rights reserved.
71 Aiken Street, Unit L-12 , Norwalk CT, 06851 | 203.286.6701
helpdesk.com newsletter AdventNet - helpdesk.com sponsor helpdesk.com Newsletter AdventNet - free help desk software