Help Desk 2.0
What is Help Desk 2.0?
Help desk 2.0 refers to both a modern customer-centric business practice and lightweight web-based help desk software.
As a business practice, Help Desk 2.0 transforms traditional call center support agents into customer advocates. The simple difference being that customer advocates practice listening to the customer, proactively seeking out customer needs, conversations, and complaints across the social web.
As software, Help desk 2.0 refers to a modern hosted help desk toolset used by businesses as an information and assistance resource for troubleshooting problems with software, hardware, and almost anything related to shopping and consumer experiences.
Companies often provide help desk support to their customers and potential customers with a toll-free number, website, and/email address. Additionally, companies also typically provide in-house help desk support for their employees who have technical problems related to their computer setups in their offices
How Businesses Use Help Desk 2.0
Prior to the movement we refer to as Web 2.0, businesses used traditional help desk software solutions. These solutions often required dense complicated software that had to be installed, hosted locally, and run by an expensive IT department and administrators.
Help desk 2.0 solutions, like Zendesk, allow businesses to elegantly scale customer service programs as they grow and eliminate the need for expensive IT resources.
Interested in how companies like Groupon, Rackspace Cloud, Twitter & many other businesses use Zendesks help desk software? (Click here to read unique customer stories)
Why Zendesk?
Getting started with Zendesk is easy and free. There are no discs or downloads to worry about, instead Zendesk is a fully online help desksolution.
Zendesk comes pre-configured with macros and triggers to handle common customer service requests but is flexible enough to allow you to create your own workflow templates based on your business needs.
Zendesk offers market-leading, turn-key [help desk 2.0 software] for businesses of all sizes and is used by over 5,000 companies around the world.
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