Overview of Web Support Software
Web support software helps customers (also called users) solve problems through personalized and social interactions.
Before support software, customers leveraged public and private online forums to help one another solve problems, as well as Google and Yahoo groups, IRC (Internet Relay Chat), dense manuals, and calls with customer service operators (also called technicians and agents). Prior to using web support software, overwhelmed, many companies outsourced support to call centers worldwide.
How Businesses Can Use Web Support Software
In addition to streamlining support ticket submission and response workflows, support software empowers customers to solve their own problems with knowledge base (also called FAQs or frequently asked questions) and organized community forums.
Self service options greatly diminish the cost of call center support, number of trouble tickets generated, and save both companies and customers valuable time.
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Zendesks web support software provides customers with ticket management tools, and highly configurable forums, knowledgebase, and FAQs.
Zendesk also provides advanced support features, including: live chat, ticketing workflow, and remote support, iPhone support software, Android support software, and BlackBerry support software.
Zendesks web support software is highly customizable for design and workflow, and includes multi-channel online support through powerful integrations with: Twitter for Business, GetSatisfaction, Salesforce, GoodData, and LogMeRescue.
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