Helpdesk

MPL intelligentServicedesk – streamlining complex helpdesk requirements

The challenges of running a centralised customer support desk or IT help desk are numerous, from providing consistent service levels across multiple channels maintaining a centralised knowledge base across many locations.

The key to successfully meeting these challenges does not lie solely with with the agent; the Achilles heel of most helpdesks is the cumbersome nature of the technology and processes the agents are expected to use to do their job. Disparate contact channels, standalone CRM systems, out-of-date knowledge bases and manual tracking processes only serve to make the average helpdesk inefficient and potentially damaging to an organisation’s reputation.

mplsystems works with clients in a variety of sectors where the primary aim of the helpdesk is to provide excellent customer service. mplsystems understands that all elements underpinning the helpdesk should be designed purely to meet that goal and so has developed iServicedesk to streamline event the most complex of helpdesk requirements.

iServicedesk is the specialised module within iContact which incorporates all the features needed to operate the helpdesk:

• A single intuitive agent desktop provides consolidated customer/job information from back office systems at point of contact, integrating databases from across many locations
• Powerful knowledge management tools combine with call, email, chat and social media inbound communications to improve first call resolution and reduce the need for escalation
• Integrated analytics track service levels and manage agent performance across phone, email and web channels.