Contact Us
		Gartner Report: Online Chat Drives Self-Service Adoption
		Brochure: Software Capabilities Guide
		Training
		Email Us

Help/Service Desk

Increase the Number of Incidents an Analyst Can Handle

Inability to properly pinpoint a problem and provide a quick solution can be exasperating for both the user and the support professional. Even knowledgeable, well trained Service Desk professionals can fail or be frustrated if they don't have the right tools to do their job. And professional frustration can lead to reduced productivity and longer turnaround times for employees to get their technical issues resolved when contacting a support representative for assistance.

SupportSoft tools are specially designed to meet the technical support needs of large enterprises and their Service Desks. These tools can enrich the end-user's support experience and boost support staff productivity. The software permits support professionals to more easily diagnose problems and resolve them, often automatically. SupportSoft provides real-time diagnostics data, utilities, and solutions to help Service Desk professionals and IT administrators work across multiple channels including Web, email, live chat, and telephone interfaces to more rapidly diagnose and resolve problems with permissions-based tools.

While call tracking systems help to manage incidents, SupportSoft's tools moves a step ahead by both managing incidents and resolving problems. As a result, Service Desk professionals can be more effective, escalation costs are minimized and incident outcomes can be improved.

SupportSoft tools help:

• Provide remote problem diagnosis and automated problem resolution
• Reduce call handling times
• Increase first call resolution rates