This version of iScripts SupportDesk 4.0 is finally released. It has been under development for almost 9 months now. I am sure you would agree it was worth the wait. We have included two new features that will change the way you support your clients and improve customer satisfaction multifold.
In today’s environment customers are impatient. Few years back waiting for couple days for support request from your bank, ISP etc. seemed reasonable. Now we are getting me and more impatient. Response in one business day is too long. Even promise of a response in 30 minutes seems too long. As a result more and more service providers and website owners moved to live chat as a means to provide instant gratification to customers. There a number of providers supplying the software for these live chat services like Liveperson . In most cases live chat cannot operate in vacuum to provide support. It’s just one piece in a multi channel support system. Inability to access previous history of customer can lead to very unpleasant customer service. Another drawback of standalone hosting is the fact that it is painstaking to explain issues and solutions over a chat. New iScripts SupportDesk 4.0 addresses these issues to take your customer service experience to brand new level.
First of all we have added multiple channels where your customer s can communicate with you. They can email you with customer service support issues. With an automated email piping technique the software will parse the email and include it in the helpdesk . Your customers can also submit trouble tickets through web based forms, which will force them to provide sufficient information for you to address the issue. Your customers can also communicate with your customer support staff through live chat. Your techs will have all the information they need including past history of the client, issues and tickets and resolutions to better assist your customers.
The very unique feature included in iScripts SupportDesk 4.0 to further improve instant resolution to customer issues is the remote desktop. This allows you or your support staff to view and control your client’s helpdesk. You will be able to see what your client sees. This is similar to GotoMeeting or Webex, but you don’t need to schedule anything, download anything. You are chatting with your customer, and she is having some problem with your site, or product. What’s easier than taking a peek at what she is seeing in her desktop. That’s instant gratification. This open source helpdesk software is very unique with these unmatched features. Can you imagine how happy your customer will be, getting her questions answered in just a few minutes?
All these features are fully hosted in your server, in your location. No information is in any third party server. The customer data never leaves your server. As always you get the full source code for the software. You can customize the PHP helpdesk script as you see fit. We do customize the software. Its implemented using PHP and Flex with a MySQL backend.
iScripts SupportDesk 4.0 is priced at $147 , a onetime fee. There are no monthly fees, no annual fees, no plug-in, what you see is what you get.