PRISM™ Help Desk
Over the years the customer support arm of a business has evolved from being a mere information and assistance resource to that of a critical component for achieving financial success. At Inovaware we understand that the Help Desk’s inherent value resides not only in providing reactive support to users’ issues but from its unique position in being able to communicate daily with customers. Our PRISM™ Help Desk Software as a Service is specifically designed to bring order to the typical help desk chaos by facilitating the efficient management of high volumes of customer support problems and inquiries. By providing a consolidated view of all customer interactions through all channels, the Help Desk gives you a complete picture of a customer’s history allowing you to provide more effective targeted support.
- Empower customers to create trouble tickets through the web or submit trouble tickets via email
- Consolidate all customer interactions through all channels to maintain a complete
history of each customer - Ensure compliance with service level agreements by automatically escalating tickets based on user-defined criteria
- Target each user’s view of the active trouble tickets to match their responsibilities and improve efficiency
- Simplify customer support by having a 360-degree view of all customer data
- Capture additional information about each customer interaction with file attachments
- Review all support activity through a detailed audit trail
- Analyze and monitor help desk performance through customizable reports
