Where’s Lynette?
If you’ve noticed, my posts have slowed down or been unpredictable more so the last 2 weeks. My friend Alice Seba is keeping me busy 🙂 plus, I’ve also been busy implementing a help desk system for my little empire. In these few week’s I’ve implemented 2 help desks including mine and the one big lessons I learnt – it takes a lot of planning and work.
I made the mistake of thinking it could be setup in a day. Well technically you could but if you’re like me with many emails and have different assistants. It can quickly get chaotic.
But why use a HelpDesk? Well… first of all, email is just not efficient anymore. No I’m not talking about email marketing but rather help and support issues. It’s got to a point even some of my partners’ emails are getting buried and that is not good. Secondly, have you ever tried outsourcing your email? I know it’s just a matter of redirecting to your assistant but once they get the email then what? Ok so you prepare a list of FAQ’s for her and she has to manually search, copy/paste those answers – a lot of time (which you will be paying for by the way). Then there are times she may encounter a particularly difficult customer or a difficult issue she cannot solve. So there you go, emails flying left right and center adding even more emails to your inbox ARRGH!
A HelpDesk helps keep everything in place, you have a history of every communication – not that you want to check on your staff but more for times when you need to refer to them. One of my first jobs was a marketing assistant in Canon (yeah the camera guys) and the thing they taught me there I’ll never forget is, everything should be documented. Why? Because if someone leaves, or calls in sick or is on vacation, then the show can still move on. Everyone is required to keep complete files on their customers, inquiries etc so the replacements can always pick up the file and answer questions without a hitch. This way the customer won’t be stuck repeating himself or herself (don’t you just hate that? I do). So in a way the HelpDesk is a virtual filing system for an online empire I guess.
You’re probably wondering what HelpDesk system I used. Well, I did a little bit of research. Kayako I was told is excellent but their support isn’t. Lot’s of horror stories and I wasn’t sure I’d like to deal with that. So next please. I found Cerberus which overall had good reviews but my host said they were going to give me a copy but had no deadline and I wanted this set up like yesterday. So, I searched my favorite Hotscripts.com and found ExoPHPDesk. How do I find it? I LOVE it! I am totally surprised how complete this thing is and very much comparable to the commercial counterparts and it’s GPL which means free to use.
In parting, if you’re not able to keep up with product support emails, website questions and comments from people etc try a HelpDesk. It’s so much easier to outsource with one – I put MomVA to work on this and Susanne is just wonderful to work with.
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Awesome! I can hardly wait until I actually need this 😉
Awesome! I can hardly wait until I actually need this 😉
Thanks Lynette,
you are wonderful to work with as well.
And from a user’s view – I love the helpdesk system as well. Very easy to use, and of course I love the dopdown faq option.
Thanks Lynette,
you are wonderful to work with as well.
And from a user’s view – I love the helpdesk system as well. Very easy to use, and of course I love the dopdown faq option.
Lynette,
I couldn’t agree more – especially since CobbleSoft is a developer of enterprise class helpdesk software. Web Self-Service – reduce your costs and increase your own availability. It’s amazing what you can do!
Richard.
PS: The tips and tricks are excellent – Keep them up!
Lynette,
I couldn’t agree more – especially since CobbleSoft is a developer of enterprise class helpdesk software. Web Self-Service – reduce your costs and increase your own availability. It’s amazing what you can do!
Richard.
PS: The tips and tricks are excellent – Keep them up!
Carrie, you will before you know it!
Why thank you Susanne, glad you like the system.
Richard. Thanks for pointing out Cobblesoft I’m going to check it out.
Carrie, you will before you know it!
Why thank you Susanne, glad you like the system.
Richard. Thanks for pointing out Cobblesoft I’m going to check it out.
I can’t believe this Alice woman, taking up all your time. What’s with her?
But seriously, I’m loving the Help Desk. It’s something I knew I should have had long ago…but it was a matter of getting it altogether and organized. You’ve helped make it a breeze. Thank you!
I can’t believe this Alice woman, taking up all your time. What’s with her?
But seriously, I’m loving the Help Desk. It’s something I knew I should have had long ago…but it was a matter of getting it altogether and organized. You’ve helped make it a breeze. Thank you!
I really dunno Alice, maybe you can talk to your namesake for me 😉
Glad the Help Desk is working out and I do enjoy working with you.
I really dunno Alice, maybe you can talk to your namesake for me 😉
Glad the Help Desk is working out and I do enjoy working with you.