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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.

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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.

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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.