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Service desk tools

What is it?

A Service Desk is a tool intended to provide a single-point-of-contact for all users. For example, a Service Desk can take on types of roles such as a call centre, help desk, or contact centre.

Online Service Desks enhances the user’s experience with a nice interface, tier 0 (self-service) knowledge base, ticket submission, search facility, and more.

Examples

There are many cloud solutions for providing customer service. Some of the well known ones are listed below:

Benefits

  • Provides tier 0 articles and search capability
  • Handles concurrent users better than an email inbox/queue
  • Includes process driven workflow
  • Full issue/ticket tracking and referral