Support Desk Overview
Support desks are intended to provide a single point of contact for information and assistance resources that help troubleshoot problems with computers, software, or similar products.
Businesses often provide support desk services to both their employees and their customers via a toll-free number, website and/or e-mail.
Other names for support desks include:
- Call Center
- Contact center
- Help desk
How Businesses Use a Support Desk
Many organizations now recognize that their support desk can create great value for both ongoing and new business development.
Support desk agents (also called technicians and operators) are uniquely positioned to communicate daily with numerous customers, potential customers, exiting customers, and employees.
This gives the support desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the support desk can be valuable for use in planning and preparation for other teams across the business.
Businesses typically use support desk software to:
- answer commonly asked questions with a FAQ or knowledge base
- track issues through their life-cycle
- steamline and record customer interactions, including phone calls & live chat
Interested in how companies like Groupon, Lonely Planet, Foursquare & many other businesses use Zendesks ticketing system? Click here to read unique customer stories
Zendesks support desk software provides customers with ticket management tools, and highly configurable forums, knowledge base, and FAQs.
Zendesk also provides advanced support features, including: live chat, ticketing workflow, and remote support, iPhone support software, Android support software, and BlackBerry support software.
Zendesks web support software is highly customizable for design and workflow, and includes multi-channel online support through powerful integrations with: Twitter for Business, GetSatisfaction, Salesforce, GoodData, and LogMeRescue.
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