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Help Desk Software that Brings the Power of the Cloud to your Business

Help Desk solutions with better case management from Salesforce Australia.

Today's help desk software does more than just route calls to "the next available agent" - they resolve cases and queries fast and efficiently. Salesforce Australia's virtual CRM supersedes onsite IT departments that are time consuming, inefficient and expensive to maintain - taking your vital customer and internal support to a whole other level.

Here's how cloud-based help desk solutions are streamlined and more effective, providing your business with the tools for fast support and guaranteed adherence to service level agreements (SLAs).

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Assignment and workflow. Help desk software applications from the Salesforce.com platform can segment, route, and assign incoming cases either to individual reps or case queues, and alert response teams when you need them. Exceptional help desk solutions feature multitier support queuing - managers and groups can review, refer, and route customer enquiries from all channels.

Escalation functionality. Help desk software from Salesforce Australia ensures that the crucial enquiries never fall through the cracks, and your organisation lives up to its service commitments.

Service level management. Meeting and exceeding SLAs is vital to customer satisfaction. Your agents are informed of all your customers' service level requirements. Managers can also analyse and improve service quality and compliance.

The Point of Difference that our CRM Solutions give your Help Desk: 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? With our powerful, customised apps you can build a central knowledge base system for your customer-facing and internal service agents to deliver a better service.

Our Help Desk software makes it easier to capture, review, catalogue, and access information. The cloud power of Salesforce Australia includes: stellar knowledge base capabilities:

  • Compile and archive relevant information to your call centre to help agents resolve cases quickly and accurately.
  • Effortlessly publish your entire knowledge base so that customers can source their own answers.
  • Web based software directs agents and customers to the right answer.
  • A multilevel solution review process that gives authorised users publishing access.
  • Custom Workflow Rules that automate the management of the knowledge base with self-generated alerts and task assignments.

Our cutting edge solutions help your business make the right call - in the cloud! Connect your business to the Social Enterprise.

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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.