Providing your customers with good online support doesn’t just mean posting an email form up on your website or even providing a live chat room in which customers can ask questions of your staff “in person.” One frequently overlooked cornerstone of online technical support is how you organize your support team behind your front lines. How are your IT support staff members communicating with each other? Are they logging information? Are they keeping tabs on which ticket items should be dealt with next? Customer support software such as Polar Help Desk or Remedy Customer Support can greatly streamline your help desk, improve your customers’ experiences with your company, and even reduce your IT costs in the process. If you’re not taking advantage of good customer support software behind the lines, then you’re probably operating inefficiently.

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