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Что такое система Help Desk?
Служба Help Desk (поддержки клиентов) отвечает за разрешение различных проблем и запросов клиентов. В ней могут работать как отдельные сотрудники, так и группы специалистов. В своей работе они могут использовать программное обеспечение Help Desk, которое позволяет обеспечивать поддержку и отвечать на технические вопросы. Эти специалисты общаются с клиентами по различным каналам, таким как телефон, онлайн чат или электронная почта.
Программные комплексы Help Desk предлагают обширный функционал — отчеты, игрофикацию, онлайн чат и многое другое.
Frequently Asked Questions
What is helpdesk system?
The helpdesk system is a place of comprehensive customer service that ensures information is sent to customers who need help. It enables faster and more efficient resolution of customer complaints, thanks to the automatic process of dealing with complaints. It can be used both externally - for the company's clients, and internally - dedicated to employees.
What are the types of helpdesk system?
There are four main types of Helpdesks. The first is a web helpdesk, which is about cloud hosting or software as a service (SaaS), i.e. companies that can rent a subscription solution. Another kind is on premise helpdesk. It is used when the company owns and hosts the system and has full control of the support department. The third type is enterprise helpdesk, or helpdesk, which goes beyond answering customer inquiries, but also includes features that improve the company's performance. The last type is open source helpdesk. This type of helpdesk staff does not test user licenses or permissions to gain access to the source code.
How long does it take to implement helpdesk system?
The time it takes to implement the helpdesk depends on how long it will take you to determine how you will use technical support. In assessing the implementation time, you need to include: time to implement employees, time to create a technical helpdesk, planning how you will measure the efficiency of the helpdesk.
