Help Desk Reviews

Here is a great management idea for your help desks out there.

You should think of your help desk users as a triangle.  At the top point, you have the person who is in charge of it all.  Then under them, we have two people that work under the person in charge.  After that each person gets other people assigned to them.

This way, everybody gets a role and a place in a much more organized business.  You want to make sure each person who has people assigned under them do not have too many people assigned in that place, because then there is a chance there could be a break in communication.

Help desk software like TremenDesk, a hosted help desk solution, makes this task very easy.  From within the administrator interface, you can assign rolls and duties. You could have this group of people only able to see the desk they should be working, and then that group of people only seeing the stuff they should be looking at.  Once again, we go back to the triangle idea of help desk management.

The last thing I want you to remember is that you should always have the right balance of people both above and bellow – because without that, your proverbial pyramid is going to fall.

Ever wanted to know how you can get yourself signed up for one of the best help desks out there on the market today?  The TremenDesk News web site has posted a complete walkthrough on how you can sign up for TremenDesk, the flexible hosted help desk.

Here is just a small sample of the hosting help desk assistance:

Anybody out there can sign up for TremenDesk.  This help desk software is easy enough to order and to use for any business at any level.  Today, I though I would show you how easy it is to quickly get your new TremenDesk hosted help desk ordered and setup.

Interested?  Check out the fully illustrated walk through only over at TremenDesk.com.

What is the best business help desk solution out there?  TremenDesk.

Let me paint a scenario for you, the average web citizen.  What are you do to when you are running a small to medium sized business, and you start getting a surge of new customers coming your way?  They are all coming in, looking for answers and want to get in contact with you but you don’t have anything other than that puny e-mail address on your web page.  What is a business owner to do?

You enlist the help of a professional.  For a cheap monthly, you can get yourself a help desk to fill your support void.  This way, you can easily sort, configure and get back to your customers before they go somewhere else to do business.

With TremenDesk you can:

+ Create and reply to tickets

+ Assign or unassign tickets

+ Search tickets by any string of text (email, full name, etc) or unique ticket ID #

+ View all tickets from any user

+ Merge tickets

And so much more.  Now your business is booming, the sun is shining and you are better able to handle your new clientele.  Out of all the help desks out there to choose from, TremenDesk has done the most to impress me thus far.

Help desks are not just for online businesses anymore.  Every single day I hear about a new career type, business or organization using help desks in new and unique ways.

Here are three careers out there that you might not think would need a help desk,  but would be helped by it.

Car Dealerships – A car sales man could be helped greatly by using a help desk.  They could take quotes about what type of car a customer wants one on one via a ticket-based system.  With all the customer’s needs in one place – helping them would only take a few minutes.

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With the economy going the way it is, many people out there today are looking to start their own home business.  Whether your selling t-shirts, or building the next great online service, you need help to get this done.  Let’s take a look at what you need to remember when setting up shop.

Setup a Place of Business

Now, you might be running your business out of your cellar, however you need to give the impression that you are bigger than you really are.  Go up to your local post office, and see if you can setup a PO Box address – so people can reach your business by mail.  This also helps to keep your personal mail separate from your business mail.

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What should you be looking for in a help desk?  There are many different help desks out there in many different shapes and sizes.  Here are a few thing I would recommend you check in on before you make your final choice.

Script vs Hosted Service

I would highly recommend going for a hosted script, that somebody else can manage the backend for.  Why?  Well, it takes one more monkey off your back, and allows you to focus more so on the customer service and support you provide through the help desk.

Built in Tools

How many other built in tools does your help desk choice have?  Having quick response management is a must, and a built in knowledge base is really nice.  These are two features I like to see built into any help desk I am checking out.

Quality Tools and Support

Find out how responsive the help desk provider really is.  Before choosing one, contact their support team or try posting a support message on their message boards and see how responsive they are to your questions or issues.  This is the best pre-test you can do, before you really need their help.  You should always know what to expect, so this trial test with the support methods they provide should help shine a light on things.

So those are my must-have features for any help desk I use, what about you?  What tools and services does your perfect help desk need to have?  Let me know in the comments!

Most companies out there will wait until it is too late before they try to find a reliable help desk to help with with their support needs.  Waiting for the need might cost you in the long run, because you will have to start to maneuver staff around, have work disruption and suffer from a loss of business.

So when is the right time to get a help desk?

This is no simple answer for everybody, however I do have some general advice I think all could learn from.  You need to be able to stay ahead of the curve though, so you are ready to meet the problem, before it runs you over.

A truly effective IT help desk will prevent problems for you rather than fix them.  Get that sort of mind set right now if you want to be a success.  Go out and start looking for much more than just a fix to the problem – find a helping hand.  Personally I have had a lot of luck with TremenDesk.  Why TremenDesk?

• It has helped us increase our productivity, giving us tools to answer customers quickly.
• It is easy to use, so there is less training time for new employees.
• Our internal stress over meeting the customer demands are now gone, because TremenDesk allows us to manage current and past customer situations with ease.

There are just a few solutions we have found that TremenDesk, the better IT Help Desk has provided us.  Don’t wait for all heck to break loose.  Go find yourself a help desk to use before you need it, so you can meet that demand, rather than trying to satisfy it later.

Are help desks only for questions?

Now sure, many help desk out there are mainly focused at clients or customers sending in their questions – however applications like TremenDesk could really be used for much more.

Things to keep in mind when setting up your help desk would be…

What are your clients’ demands?  Do they need to reach you for support, or do they need something else?  Many help desks out there are setup to receive things like feedback from projects, advertising requests, and much more than just your common Q and A.  So that might be something to keep in mind when it comes to setting up your own hosted help desk.

The thing to remember is that your only limitation is your own imagination, and as long as you are meeting the customer’s needs, you should be set.

Lunarpages Web Hosting released TremenDesk.com last year and by far this is the best online hosted helpdesk we have reviewed.

TremenDesk is idea for the following types of support/communication:

Schools – Communicate with students, parents and teachers, submit assignments etc

Businesses – Customer Support including technical, billing, sales,  and various tiers of support

Best Features:

Speed – Because the desk is hosted on Lunarpages servers the speed an reliability is phenomenal!

Robust – Can handle thousands of users and queues at the same time.

Versatile – Can be used for various business types, various desks.

Affordable - Starting at under $40 per month, the best solution for your business.

Visit TremenDesk.com NOW!

Committing to a hosted help desk solution is a big decision and this is the backbone of your customer support reputation.  It is so important to phone or email the web hosts or software providers that you are considering with top questions, prior to spending your hard earned cash.

Here are our top 10 questions for help desk service reps:

1. How long before my Help Desk  is available to use?
2. Why should I choose your company to host my Help Desk?
3. Do you have 24/7 support?
4. Where will my Help Desk be located?
5. Do you provide backups for free?
6. How secure is my Help Desk?
7. What is the contract duration I am committing to?
8. Is there a money back guarantee and how long is it?
9. Will your help desk solution grow as my business grows?
10. How fast is the customer and tech experience?

We recommend TremenDesk by Lunarpages Web Hosting. Call or email them and see how they score with our top 10 questions