Help Desk Software

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Help Desk Software in the Cloud

Everyone needs the help desk at some point. And the faster the help arrives, the better. That’s why thousands of enterprises and organisations rely on Salesforce CRM—help desk software in the cloud—for their customer and internal support.

Salesforce CRM Service runs online. This means you can dispense with the cost of buying software and hardware and the headaches of installing and maintaining it.

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Essentials of Help Desk Applications: Case Management

To meet today’s high service standards, help desk solutions do more than just route calls to “the next available agent.” They resolve cases and queries fast and efficiently. Our help desk software delivers the sophisticated tools for fast support and adherence to service level agreements (SLAs).

  • Assignment and workflow. With salesforce.com’s help desk software applications you can segment, route, and assign incoming cases to individual reps or case queues, and alert response teams when you need them. And multitier support queuing, another feature of our help desk solutions, lets managers and groups review, refer, and route customer inquiries from all channels .
  • Escalation functionality. Our help desk software in the cloud also equips you with advanced escalation functionality. This stops inquiries falling through the cracks and ensures your organisation lives up to its service commitments.
  • Service level management. Meet and exceed your SLAs. That’s how you keep loyal customers. With salesforce.com’s help desk solutions you keep your agents informed of all your customers’ service level requirements. You also help managers analyse and improve service quality and compliance.

    • The Help Desk Solutions Differentiator: Knowledge Management

  • Give every service agent knowledge Would you like all the information and expertise in your entire company instantly available to whoever needs it, when they need it? That’s what the built-in knowledge management capabilities of salesforce.com’s help desk software in the cloud can do for you. Our help desk applications give you the tools to build a central knowledge bank so customer-facing and internal service agents always have tried-and-true solutions at their fingertips.

Our help desk applications make it easy to capture, review, catalogue, 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. With this help desk application feature you can compile and archive relevant information to help agents resolve cases quickly and accurately. 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. 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. The powerful search capabilities of our help desk solutions direct agents and customers to the right answers every time. Our cloud-based help desk software sorts and classifies resolutions to suit your specific requirements. And new agents can quickly resolve challenging customer issues too.
  • 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 authorised users can review and publish them.
  • Resolution workflow. Salesforce CRM Service supports custom workflow rules and automates the management of the knowledge base. Alerts and automatic task assignments notify appropriate administrators when they need to take prompt action..
  • Multilingual support. Our help desk software in the cloud lets global service teams assist customers in local languages. With salesforce.com’s help desk solutions, you receive consistent support wherever you are, in any language.

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Service Cloud: Help desk software from salesforce.com

Providing effective support solutions to internal users and to your customers is critical—to your reputation as a company and to your success. But such solutions can also be complex, expensive, and labor intensive. That’s where salesforce.com’s help desk software comes in. With these help desk solutions, you can streamline your support operations to provide 24x7 global support that is cost effective and gets great results

Help desk applications from salesforce.com are easy to set up and use. What’s more, they can be integrated with existing internal help desk software you may already have, so you can make the most of all your investments.

Because there are many help desk solutions on the market, it’s important to carefully evaluate your support needs. For example, how quickly do you need to be up and running? Or do you already have other help desk solutions that you need to integrate? Answers to questions such as these will help you determine which help desk software is right for you.

Say hello to streamlined, cost-effective global support

With help desk applications from salesforce.com, you don’t have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With salesforce.com’s help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles.

And with features that make it easy to set up, track and resolve customer issues, and manage existing help desk solutions, salesforce.com’s help desk applications will boost your bottom line.

  • CTI & back-office integration: Integrate with 80 of the most popular phone systems and synch up with popular business applications.
  • Workflow & escalation: Track and monitor workflow, efficiently manage internal resources, and resolve issues quickly.
  • Email-to-case: Eliminate complex processes and streamline operations.
  • Completely customizable: Or have it your way—salesforce.com’s help desk applications can be completely customized with the Force.com programming language.
  • Extensible: Get even more support functionality with pre-integrated solutions from the AppExchange.