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Many organisations, once they reach a certain size, need to deal with a number of customer or client requests at the same time. Whether the business sells socks or houses, and whether the company has 12 employees or 120, it does not matter – the company will be fielding questions, queries and complaints from customers, colleagues and clients. For this reason, many companies have a help desk or a service desk. The help desk can be one person answering the phone or a team of people acting on many different queries at the same time. Once the number of queries reaches a certain level it can be extremely difficult to manage the help desk without a system, normally a computer system. Software such as the Oxygen Service Desk Software makes it easier to route and handle requests and keep a track of where problems are before they are solved. A service desk software package is often one of the more comprehensive packages available, with more features than you would find in a help desk software package. Service desk software is usually customizable and you can personalise the configuration in order to get a system that suits the unique needs of the company in question. Many service desk software packages not only allow you to log and record requests but you can also prioritise work, give tasks to other team members, and manage the workloads of several people. Most people prefer help or service desk software to hardware because it is much easier to install. Plus, if you decide you don’t like the software it is easy to uninstall. Hardware is more expensive and time-consuming to install. With a software program you are up and running in a few minutes. The best software is web-based so you can use it on many different computers, and because you can switch users easily it is economical and convenient. Most software also comes with comprehensive set-up instructions and a user manual so you can learn how to operate the system quickly. Most have been designed with the user in mind and shouldn’t be too difficult to understand. Once the software is installed you gain a single contact point for your clients or colleagues. This is important for colleagues who don’t waste time calling various people to find an answer, and for customers who see the company in a more professional light and are directed to the right person to ensure their query will be effectively dealt with. And having a single system is better for the person managing the service desk – queries are less likely to be lost, complaints are likely to be handled by the qualified person, and everyone knows what they are doing. Oxygen offers comprehensive, efficient and reliable Oxygen Service Desk Software and Help Desk Software. If you are looking for a help desk or service solution, visit the Oxygen website for more details.
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