Software Recommendations

Our Help Desk Technology Choice Makes It Easy!

We prefer to use web-based help desk systems that don’t require a complete server reconfiguration to make the switch. It’s easy for you to switch your customer support operations over to us seamlessly, with no interruption to current email flow. We do it all from behind the scenes!

If you already have a web based help desk system installed, we can work with anything you’ve got. Yes, we’ve worked with Kayako, as well as a wide variety of help desk platforms.

But after much trial and error on a variety of help desk platforms, we’ve found the one that works best for all our clients, and to make sure that you get the best service possible, we are even willing to pay for the monthly hosting for our preferred help desk ($45 – $125 value).

We prefer to use the Cerberus Helpdesk, and we have a long standing relationship with their technical team. We use their On Demand services so that the system is upgraded often, the technical details are handled reliably, and we have a team we can count on to stomp bugs before they become a problem.

Once you choose to move your customer support operations to us, we cover the cost of the software, to make absolutely sure that your customers are treated right.

Click here to check out some of the features of this software, and you’ll quickly recognize the value of it.

On-line staff training, trackable responses, customer support reports, ticket history and ticket volume tallying all happens in one online system, so we can manage and assign 1, 2 or even 50 online client service professionals to one client email help desk! The system is completely scalable to the trouble ticket email volume your help desk receives.

The primary client service help desk technology we prefer is designed for total accountability. This ensures that you will only ever be billed for the time it takes to work on your account. It takes all the guesswork out of customer service, and our remote customer support representatives are always aware that their responses and billable time is completely trackable.

Each incoming customer support email receives a unique trouble ticket number, and the helpdesk relational database capabilities allow us to track customer support history for any email address, making personalized customer support simple and helpdesk information available at-a-glance. This feature helps us retain the image of “We are familiar with you and know you by name”, which has become our trademark service for our own customers.

Speed and accuracy is ensured with the help desk Knowledgebase feature. As we learn about your policies and your company services, we can create a series of modifiable templates within the helpdesk system. With many customers, there are common questions, and our trouble ticket templates system allows us to respond quickly and efficiently, without having to retype the same information for each customer service request. This is a major cost saver for you!

By pre-programming the email templates, we ensure that all customer service representatives respond to all client support requests in the same way, with pre-edited and spell checked help desk templates.

These are just some of the highlighted features in our preferred help desk technology. After reviewing hundreds of help desk solutions, we chose Cerberus as our primary client service solution for all our help desk customers. However, if you are currently using a different trouble ticket system and would like us to continue using your customer support system, we are certainly flexible. Just let us know!