Hello
It was an amazing experience of creating an application. I always think to start own business.
And in any business customer is God. So it is very important for any business to satisfy its customer.
As a start for hosting a website, i came across a lot of application packages for my website, which are very useful. All the package have their own pros and cons, but all can be used to simplify the business needs as per the business requirements.
I came across application packages for various requirements, of which, few are mentioned below along with the application package name:
- E-commerce websites :- Tomato cart , Open cart, Abante cart, etc.
- Business solutions :- Feng office, Front Accounting, Group Office, Simple Invoices, etc.
- Help Desk :- HESK, OS Ticket, etc
- Customer Relationship Management (CRM) :- Sugar CRM,SuiteCRM, etc.
- Content Management system :- Chamilo, WordPress, SilverStripe, etc.
- Human Resource Management (HRM) :- OrangeHRM
- Community Building packages :- PmWiki, phpMyChat, etc.
- Among the above i choose the HESK application for a business solution objective. I wanted to understand how a web application can enhance the efficiency of the business and how can it resolve all the problems of customers.
Why HESK???????
Customers need help. HESK makes it easy.
Customer has an issue
Your first line of defense is the integrated knowledgebase allowing customers to resolve common issues themselves. A well-written knowledgebase can save you tons of support tickets!
If no solution is found, customers can contact you by submitting a web form or sending an email. Staff can insert queries received elsewhere, such as over the telephone or on social networks.
Your first line of defense is the integrated knowledgebase allowing customers to resolve common issues themselves. A well-written knowledgebase can save you tons of support tickets!
If no solution is found, customers can contact you by submitting a web form or sending an email. Staff can insert queries received elsewhere, such as over the telephone or on social networks.
Help desk software is used to organize and prioritize tickets
HESK automatically assigns a unique ID to each issue - a support ticket is born.
Not all issues are of equal importance. HESK allows you to prioritize tickets by urgency, organize them into categories and filter them in other easy, convenient ways.
HESK automatically assigns a unique ID to each issue - a support ticket is born.
Not all issues are of equal importance. HESK allows you to prioritize tickets by urgency, organize them into categories and filter them in other easy, convenient ways.
Ticket is assigned to a staff member
Each ticket is assigned to a staff member, either manually or automatically, who uses the HESK web interface to speak with the customer, add notes, attach files and modify ticket details.
Wrong department? No problem. Simply redirect the ticket so the correct staff can work in it!
Each ticket is assigned to a staff member, either manually or automatically, who uses the HESK web interface to speak with the customer, add notes, attach files and modify ticket details.
Wrong department? No problem. Simply redirect the ticket so the correct staff can work in it!
Issue is resolved
Customers are notified over email when staff responds to their ticket and the issue is resolved. But HESK doesn't stop here. It tracks overall help desk and staff performance, allows you to generate statistics, convert useful solutions to public knowledgebase articles and much more.
Customers are notified over email when staff responds to their ticket and the issue is resolved. But HESK doesn't stop here. It tracks overall help desk and staff performance, allows you to generate statistics, convert useful solutions to public knowledgebase articles and much more.
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