About Us...

Is Your Support Process Undocumented?
Undocumented customer support processes have the following attributes:

• Most customer support interaction conducted over the phone
• Documentation dominated by hand written phone logs and collections of saved emails
• Reliance on memory and best intentions of support staff to keep customers from falling through the cracks
• Absence of any systematic way of logging and tracking all of the phases of the customer interaction from initiation to closure
• Absence of any systematic mechanism for searching and reporting case history
• Absence of any metrics to help managers understand the composition of the customer service case load
• Absence of any metrics to provide insight into support agent performance
• Absence of any systematic feedback mechanism to help managers understand areas of strength and weakness in customer support

If this looks familiar, don't feel bad.  Most businesses, even the very largest ones, operate many of their external support processes and almost all of their internal support processes this way.

Risks of Undocumented Support Processes
Undocumented support processes are costly, with these results:

• Slow responsiveness and forgotten tasks - leads to customer dissatisfaction and lost business
• Business managers are left in the dark about what their customers' support issues are and how well their business is responding
• Your business is unnecessarily exposed to risks of audit failure and law suits

These risks are not limited to external support processes.  Support for internal customers is almost always given too little emphasis at great cost to the enterprise.

What You Can Do Today to Fix It
Every business person must be a risk manager, and the most effective way to manage these risks is to find a simple, cost effective way to document customer support interactions.

We Offer Advanced Solutions at Very Reasonable Prices
Until now implementing sophisticated customer support systems like those used by Fortune 100 companies was reserved for the very largest organizations, those able to dedicate the substantial staff and computing resources necessary to accomplish this. 

Help Desk Services Pro was established to expand the domain of best practices customer support systems to businesses large and small for whom the cost of a world class customer support system has been prohibitive. 

With over 20 years experience designing customer support systems for Fortune 100 companies, Help Desk Services Pro acts as your outsourcing agent to bring these advantages to your business at a fraction of the cost of internal deployment.

You can be up and running with a world class customer support/service request system that solves these issues for your business, serving both internal and external customers - in a couple of weeks!

How Are We Able to Keep Prices So Low?

Process Expertise:

Our customer support process engineer is Help Desk Institute™ Certified. This means that the analysis and design of your new customer support process is performed to industry best practices standards quickly at minimal cost. 

You don't have to be a customer support system expert.  All you need to bring to the table is understanding of your business requirements.  We bring the expertise to rapidly produce a useful system that meets your goals.

System Implementation Expertise:

We know how to implement computing systems so you don't have to.  We offer a turn key package of implementation services that keeps you out of the system implementation business.  Conversion of the design specification into a development prototype typically takes under 10 hours.

Hosting Services Option Eliminates Computing Infrastructure Costs:

For a minimal fee your application can be hosted in a secure, state-of-the-art Tier 1 data center using your own web site for access.  This option is ideal for organizations of any size that want centrally manage and automate their customer support, help desk, or other request-driven processes, but don't want to manage IT infrastructure or use staff resources for administration. 

Ease of Use:

The software that we use to build your support system is extremely user friendly.  It is easy for your staff and customers to learn and operate.  This means that there is no steep learning.  Businesses implementing the system typically are up and running without significant issues within a few hours on the first day of the initial implementation.

Answers to Common Questions About Our Services

• Why do I need a Customer Support Management System?
  
• What functionality does the completed system provide?
  
• Is it complicated to implement?
  
• Do I have to buy computing hardware?
  
• Who manages the system?
  
• Who will train and support my staff?
  
• How much does it cost?
  
• How do I find out more information if I'm interested?