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:

• ZenDesk – www.zendesk.com
• FreshDesk – www.freshdesk.com
• GrooveHQ – www.groovehq.com

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