Help Desk Software

|

Related Searches

|

Popular Searches

Help Desk Software in the Cloud

Not infrequently, customers need information and assistance, and so do employees. To keep your customers satisfied and your workforce productive, the faster help arrives, the better. That’s why thousands of enterprises and organizations rely on Salesforce CRM—help desk software in the cloud—for both customer and internal support. It’s quite simply the most comprehensive of help desk applications out there.

Unlike traditional help desk software, Salesforce CRM Service runs online in the cloud. This approach means you can dispense with the cost of buying software and hardware and the headaches of installing and maintaining it. With our help desk software in the cloud, you go from purchase decision to hassle-free deployment in just a few weeks.

Read more

Essentials of Help Desk Applications: Case Management

To meet today’s high service standards, help desk solutions need to do a lot more than just route calls to “the next available agent.” They have to aid you in resolving cases and queries with the highest speed and professionalism. This is where our help desk software in the cloud truly outshines the rest, with sophisticated tools to ensure prompt, top-notch support and adherence to service level agreements (SLAs).

  • Assignment and workflow. Salesforce.com’s help desk software applications let you segment, route, and assign incoming cases either to individual reps or case queues, and alert response teams as needed. Multitier support queuing, another feature of our help desk solutions, lets managers and groups review, refer, and route customer inquiries from all channels as appropriate.
  • Escalation. Our help desk software in the cloud also equips you with advanced escalation functionality. This capability prevents inquiries from falling through the cracks during busy periods and ensures the organization lives up to its service commitments.
  • Service level management. This is one area where it’s critical to have the best help desk application, because meeting and even exceeding SLAs is a must for maintaining customer satisfaction and loyalty. Salesforce.com’s help desk solutions keep agents informed of service level requirements for each customer. Our applications also help managers analyze and improve service quality and compliance.

    • The Help Desk Solutions Diffentiator: Knowledge Management

  • Make every service agent a know-it-all What if all the information and expertise in the entire company could be instantly available to whoever needs it, right when they can use it most? That’s the idea behind the built-in knowledge management capabilities of salesforce.com’s help desk software in the cloud. Our help desk applications give you tools to build a central knowledge repository so that customer-facing and internal service agents always have tried-and-true solutions at their fingertips. The result is higher service quality plus greater consistency.

Our help desk applications make it easy to capture, review, catalog, and access information, so agents can always find what they need, when they need it. Salesforce.com’s help desk software in the cloud includes these knowledge base capabilities:

  • Solution encyclopedia. This help desk application feature lets you compile and archive relevant information to assist agents in resolving cases quickly and accurately. By making proven solutions readily available, salesforce.com’s help desk software in the cloud improves support quality for customers and employees, and delivers cost savings and efficiency for the company.
  • Private and public knowledge base. In contrast with traditional help desk software, salesforce.com’s help desk solutions let you effortlessly publish your entire knowledge base—or portions of it—to your Web site so customers can find expert answers without having to enlist an agent.
  • Browse and search capabilities. Our cloud-based help desk software sorts and classifies resolutions in a way that makes sense for your needs. Using powerful search capabilities, our help desk solutions then direct agents and customers to the right remedies every time. Even new agents can quickly resolve challenging customer issues.
  • Solution administration. Salesforce CRM help desk applications ensure the quality of information in the knowledge base via a multilevel solution review process. Anyone can easily create solutions, but only authorized users can review and publish them.
  • Resolution workflow. Unlike conventional help desk software, Salesforce CRM Service supports custom workflow rules and automates the management of the knowledge base. Alerts and automatic task assignments notify appropriate administrators when prompt action is required.
  • Multilingual support. Our help desk software in the cloud lets global service teams assist customers in local languages. Each geography can write (or translate) and maintain resolutions for common service issues. With salesforce.com’s help desk solutions, customers receive consistent support no matter where they are or what language they speak.

Collapse

Related Searches

CRM Sales Software Sales software-as-a-service gives you a complete view of customers and prospects, so you can close more sales, more quickly.
Cloud Computing Force.com’s cloud computing platform allows you to build business applications quickly.
CRM Case Studies Learn how other companies use Salesforce CRM and Force.com to impact the bottom line.
CRM Tools Browse hundreds of CRM tools and on-demand CRM applications on the Force.com AppExchange.
Cloud Computing Applications Over 80,000 cloud computing applications run on Force.com. Find out why.
CRM Demo View Salesforce CRM product demos and learn how CRM can help your business succeed.
CRM Training We offer professional learning paths for admins, developers, and consultants.
CRM Salesforce CRM fosters better customer relationships, helping you save money and increase profits.
CRM Software Solutions CRM benefits every industry and enterprise. Learn more about CRM solutions for your industry.
Web CRM The benefits of Web-based CRM include fast deployment and painless upgrades.

Popular searches

??? Tab4 ???
??? Tab5 ???
svcbrowser_partners
contact center

Contact center

Here’s everything you need for a productive contact center and happy service agents. Create and track incoming cases from both traditional and social channels, see your customers' social profiles,  automatically route and escalate cases, and integrate with your telephony or back-office applications. It’s as easy as using as your favorite Web site.

Beagle study | Strategies for executives
Free Trial Service Cloud View Demo
 

Help agents work together to respond quickly

Salesforce Chatter brings employee social networks to the contact center. In addition to exchanging information about cases and knowledge articles, your team can follow any Salesforce records or custom objects. When a record is changed, the update is posted automatically. And because every record has its own Chatter feed, everyone following that record automatically receives alerts and can immediately post comments or updates.

Get a single customer view

svccloud_agent_360View

For service agents, quickly finding the right information about customers is critical. With the next-generation console, agents’ screens are optimized to manage social media and case activities with fewer clicks and less scrolling. And a new user interface streamlines the agent experience with tabbed records, so agents can dramatically speed up support, sales, and telemarketing activities without losing context.

Offer flexibility in your service

svccloud_agent_crosschann

Whether it’s phone, email, or the Web, your customers want options, so make sure your agents have cross-channel service capabilities.

Access customer information instantly

Keep agents productive by integrating with your telephony infrastructure. Salesforce CRM integrates with 80 of the most popular phone systems.

A complete call center, entirely in the cloud

Run your entire call center, from your telephony to your CRM, entirely in the cloud with solutions from the leaders in call-center technology: Salesforce.com and Cisco.

Automate processes for faster resolution

To deliver the great service your customers expect, your agents need the right processes in place. With customizable workflow tools, you can automatically transfer, escalate, or close cases to keep service moving as quickly as possible.