To address current help desk challenges, companies are seeking more powerful tools
PRAGUE, September 29, 2020 – GFI Software, a provider of security solutions for enterprise networks, stated that organizations are currently facing a significant increase in demands on technical and customer support – according to GFI Software estimates, as a result of the rise in employees working from home, the number of help desk support requests has increased globally by 51%. Organizations are therefore seeking to streamline their support processes and are looking for more powerful tools to handle employee and customer requests.
It is estimated that, as a result of the second wave of the coronavirus epidemic, up to 88% of organizations worldwide have moved their employees to home offices. This results in technical issues and overload at both technical and customer support levels. Unresolved issues reduce employee productivity and morale, while companies lose their reputation and ultimately customers due to slower responses to their requests.
Companies now need to streamline their help desk processes using technical tools that will primarily enable them to:
- Respond immediately to help desk requests
- Automate as many requests as possible and resolve issues proactively
- Implement multi-tier support when support staff are also working from home
- Improve the skills of support teams and create knowledge bases for simpler and faster ticket management
“Good customer support has always been a key success factor, but in today’s situation, technical support for a company’s own employees working remotely has proven to be equally important,” said Jozef Kačala, Sales Engineer for EMEA and APAC at GFI Software. “Because their home IT infrastructure is not built for normal workloads, technical outages and help desk support overload occur. SMB companies in particular can now benefit from our recently introduced GFI HelpDesk solution, which provides comprehensive yet affordable support for help desk processes.”
GFI HelpDesk, built on Kayako technology, is a help desk software solution with extensive functionality, including support for chat, ticketing, ratings and advanced reporting, automation of routine processes, and access to clear web portals. The solution is available both as a standalone product and as part of the GFI Unlimited licensing model. More at www.gfi-unlimited.cz.
Article author: ZEBR.ai editorial team
