Axero President and Co-founder, Tim Eisenhauer, is featured on IT Business Net (IBN) – Top 5 Ways an Intranet Helpdesk Improves Customer Support
The customer service landscape has shifted. Today’s customers don’t have the time or patience to wait for a response, and they don’t want to jump through hoops to get the answers they need.
But the biggest change is that customer support is moving more and more in a “social” direction. Almost everyone is now online, which is why they’re turning to social support and intranet helpdesk software to resolve customer support issues.
“But wait,” you say. “I thought intranet software is only used by our employees?” You’re partly right – things are changing. Companies today are bringing their customers into the intranet. And why not? That’s where your employees are already working anyway. They’re opening up parts of their intranets to the public and giving access to knowledge bases, helpdesks, customer communities, and other information.