CRM Automation

Help Desk

As previously discussed, every system user should have a comprehensive Help Function included within CRM software, which may or may not include system User Documentation online. In addition to the Help Function, there also should be a Help Desk set up in support of your CRM system. Most often users call the Help Desk using a telephone, though some companies have implemented a Help Desk that offers multimodal access (e.g., e-mail system or Intranet system).

The Help Desk fulfills several important needs, including one phone number to dial when the user encounters a problem that seems unfixable. This in turn implies that the Help Desk should be staffed with properly trained personnel and supported by a system that allows for proper logging ...