A help desk provides end users with support and information related to a product or service they bought or invested in from a company. The main purpose of a help desk is to troubleshoot issues or problems and guide consumers or end users about a product or service such as computers, software, food, and electronic equipment, among others. Today, many companies are using different kinds of help desk software to provide these services to their customers or end users.
The Origin Of The Help Desk Software
In the late 1980s, outsourcing began as an industry, with many companies farming out their customer support services in countries abroad such as India. Help desks then emerged in the 1990s. This was soon followed by the emergence of the World Wide Web, email, as well as live chat support. All of these were designed to provide consumers better access to any support or information they need.
Since then, desk top computers, email, and live chat support have considerably brought advancements to help desk software programs. Various types of desk help software solutions became widely used in 2000s.
Lotus Notes was one of the first systems that enabled end users to view their own support tickets, to add information, and to search for help with issues on their own. Lotus Notes was the forerunner of web client technology.
At present, web-based, cloud computing and social networking is making its own mark on help desk software evolution. The various help desk software systems today are interactive. They also include community support elements, provide real-time status updates, and they have the capability of remote access to desktops, allowing help desk staff to detect and correct computer software issues remotely.
Info source: www.gronteq.com
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