There is a moment of ‘software confusion’ in every entrepreneur’s life and having a dependable product support team can easily prevent unnecessary frustration. Unfortunately, contacting a help desk does not often provide instant human interaction, as many users find themselves dealing with time consuming, automated systems.
TechRepublic’s article “The Cloud and the Help Desk: How is Support Provided?” points out how Help Desk structures that seek efficiency are leaning towards product improvements to reduce the need for human support:
To provide support for an enterprise application means setting up a multi-tier support structure that involves many people. It’s an expensive business because wages are expensive, and there’s no getting round the wage bill with automation. Money can be saved by outsourcing the basics to support service companies. One of the hopes for cloud computing and the devops movement is to decrease the cost of keeping the lights on, by removing big chunks of the network that must be supported and by increasing the quality of new systems.
Innovative technologies from developers like Polyspot offer the customer support solutions businesses need. in order to ensure all around efficiency and customer satisfaction to their clients.
Jennifer Shockley, October 3, 2012