SOURCE: Bomgar Corporation

March 05, 2008 03:00 ET

Help Desk Software Can Reduce Waiting Times

Bomgar's Remote Access Software Enables Support Reps to Handle More Support Sessions in a Shorter Time, Thereby Improving the Customer Experience

RIDGELAND, MS--(Marketwire - March 5, 2008) - A recent survey found that the wait time when trying to reach an IT helpdesk rep for tech support was among the chief complaints of respondents. As the quality of the customer experience is closely linked to what happens at the help desk, companies would do well to make every effort to speed up the process. Although having more reps working simultaneously would help, the cost is often prohibitive. Bomgar's help desk software offers a unique opportunity to address the situation.

According to the survey, conducted by Opinion Research Corporation, the length of time it takes to get through to an IT helpdesk rep was the biggest frustration for 17 percent of respondents: second only to trying to understand reps with thick accents, which came in at 20 percent.

Other results included frustration with reps that don't have a thorough understanding of their company's products, services, or processes at 14 percent, and being transferred to the wrong department or person at 13 percent. Reps who say they'll follow through and don't, reps not empowered to handle your situation, or who don't understand your situation also need to be addressed.

Bomgar, providers of the only appliance-based help desk software in the industry, offers a unique opportunity to reduce call waiting times by improving the speed and quality of service for each IT helpdesk session. Customers using Bomgar's remote access software have reported total call times decreased by 20 to 90 percent, first call incident resolution increased by 20 to 85 percent, and escalation to second tier support reduced by up to 90 percent.

The improvements seen when using Bomgar's help desk software allow companies to handle more tickets without increasing the number of reps, and thereby reduce wait time without incurring additional costs.

For more information on how Bomgar's IT help desk software can reduce call waiting times for your customers and employees and improve the customer experience, visit the Bomgar website.

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