Simplify Support Process with SaaS Help Desk solution
Our Help Desk Software-as-a-Service is built to help companies to provide and automate customer support in a simple way. It provides a high-performance web-based Cloud solution.
Fast implementation and intuitive user interface
Help desk software without infrastructure constraints
SympoQ integrates different customer support channels into a single cloud help desk software: a customer and agent portal with support ticketing, email ticketing, live chat, and help web widget. Regardless of the support channel, it provides a single support center for all customer requests and inquiries.
The cloud delivery model provides you access to software with a package of IT capabilities. Instead of installing a help desk solution in your own infrastructure, you can use a ready-made Help Desk Software-as-a-Service delivered in the Cloud. The flexibility and scalability make them a good choice for companies with dynamic capacity requirements. SympoQ extends this approach one step further with extensive customization capabilities. The three pillars of effective help desk software are fully supported: single point of contact, personalized workspace for all users, and scalability.
Single point of contact
Single point of contact is a primary expectation of customers and serves as a center for all support related issues and requests. It's usually represented by a person in your team or department.
Personalized workspace
In customer support, personalization enhances the quality of experience by providing tailored interactions based on individual customer data and advanced data analytics.
Scalability
The scalability is the ability of a solution to uphold a company to grow and change over time. The implementation and configuration are easy for a small organization, as well as for departments with hundreds of customers.
What is a Cloud-based solution?
In terms of information technologies, a cloud-based solution refers to software, data storage, computer networks, and/or other on-demand services and resources that are available and accessed through the Internet. It allows users to access resources without the need to manage their own infrastructure. They usually pay only for the resources and services they use, which allows them to lower their operational costs and scale their infrastructure according to business needs. The closely related term is "Cloud computing", which refers to a set of technologies that enable access to these cloud services.
What is a SaaS – Software-as-a-Service?
Software-as-a-Service (SaaS) is one of the three basic Cloud delivery models, along with Infrastructure-as-a-Service (IaaS), and Platform-as-a-Service (PaaS). The SaaS model provides applications that are hosted in Cloud centers by a provider. It lies on top of IaaS and PaaS model layers presented in a cloud stack. Users are able to access the software on-demand and remotely over the Internet using only a web-connected device. They purchase and pay software through a subscription pricing model. The common examples of SaaS are: CRM, Marketing automation, Analytics, Project management, Help desk software, and more.
What are the benefits of a Web-based help desk software?
Web-based software is the most common type of software today and refers to any application that allows access using a browser and computer network. Web software continues to increase in popularity, especially with the rise of the SaaS. Following the development technologies and SaaS delivery model, it provides many benefits to users, e.g., cross-platform compatibility and accessibility (using on any device with a web browser, from any location), scalability (scale-up or scale-down as required without additional costs), automatic updates (all updates are performed on servers, without a need to manage devices), and more. In terms of the help desk software, a web-based solution is an essential requirement when a customer base is diversified with different characteristics, geographic distribution, and customer groups.
Help Desk Access and Account Management
Private or public service desk
SympoQ can be set up as an internal or external service desk. Based on your support process or the type of service you provide, you can easily enable access only to selected and registered customers. Otherwise, you can allow access to any customer who needs a service or support from your company.
User roles
Customers, agents, and their managers are grouped with specific roles and the corresponding permissions. Following their roles, the system allows them access to personalized features and resources.
Self-registration with approval
Guest and anonymous users can access the registration process using the sign-up form. You can select what information they need to provide and optionally route their registration requests for approval.
Email Ticketing System
Support team and customers can use the email ticketing system based on email messages as a communication channel. Customers usually send a standard email message with a description of their request to one or more help desk addresses. Afterward, the email message is imported into the help desk database software.
Attachments
Transparent conversions of email attachments into the helpdesk database for further processing.
Customer replies
Customers can reply to an email message sent by support agents.
Email conversion standards
The system runs a powerful email conversion utility, having email standards implemented for email delivery and email receiving.
Email commands
The support team can use the additional set of commands in their messages: assign tickets, set ticket deadlines, write internal comments, and close tickets.
SaaS Support Ticketing System
The integrated support ticketing system allows support team, as well as customers to manage and resolve support issues with easy-to-use web action forms. Customers only need to leave their problem description with a web-based request submission form, and the system takes the data into the ticket database for further processing. They can also attach files, and enter additional data required to speed up the request resolution during the help desk process.
Team members with access permissions can track and resolve customer requests and tickets from browser of any web-connected device. It allows different teams within a company to closely collaborate and resolve customer issues.
Requires low human resources
Only a few people from your team are able to handle the large volume of requests and tickets using extensive automation capabilities.
Transparent notifications
For any change in the system related to their requests, customers receive timely email notifications and alerts about the status of their requests.
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Select the best SaaS Help Desk
There is no need to install anything — it's a flawless Help Desk Software-as-a-Service solution that empowers support team and improves customer experience. You can introduce it to your team and customers without custom user training.