The telephone rings incessantly. E-mail and website contacts multiply. Staff is stretched, as customers get busy signals and recorded messages. Why not hire more people? Costs too much. Many organizations have outsourced help desk functions to other countries, causing callers culture and language barriers as they seek answers.
Zoho Support has produced a web-based help desk assistant that assigns tasks, tracks inquiries, establishes call tickets, and sets up alerts. The software is free, allowing you to prioritize the work. You are charged only for its use, and if you’re a small company, limited use is free. Larger organizations are charged only $12 or $25 per month, according to their needed call desk features. More sophisticated, full-service features are available from $24 to $99 per month. Charges are discounted with annual billing.
Resolution times are shortened. Customers are happy because inquiries are handled quickly and accurately. Zoho Support minimizes the customer-to-help desk interface. The package allows you to develop a knowledge base, a FAQ facility that answers many of the customers’ questions without having to spend people time.
The data management and notification features of the system are remarkable, telling the user when contracts are about to expire and handling notifications. And then it provides standard or tailorable reports. Support resources include FAQ, blogs, user guide, forums, and more.