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Pricing Help Desk Services

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Author	Subject: Pricing Help Desk Services

Nikki Lu
Member

Jul 20, 2004, 12:35 PM

Pricing Help Desk Services	Quote \| Reply

Hello all

I am currently working for a software company and have been given a challenging task. Our technical support reps are receiving 'how to' phone calls along with the true technical issues. The 'how to' calls are taking up a tremendous amount of time. I've been given the challenge of creating a new department - Help Desk - which will receive all of the 'how to' calls and the tech team will deal strictly with the technical issues. The area which I see myself becoming really challenged in is the pricing scheme of this new service. Can anyone offer some pointers or get me going in the right direction of creating this new customer service wing?

As always, thanks so much for your help.

Mazhar
Member

Jul 29, 2004, 11:02 AM

Re: [Nikki Lu] Pricing Help Desk Services	Quote \| Reply

Hi Nikki,

Wouldn't it be easier if you can avoid the call from coming in and allowing users to find their own answers? this is a feature our help desk has wherein a user can lookup HOWTO answers for various categories (which you can define and populate) and get their own answers. This database of HOWTO can be populated by anyone from the help desk group so you can keep the answers current and add new information as and when needed. Our software does this out of the box and if you need more information you can email me at mazhar@innovate.com

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