ManageEngine Integrates Twitter With Customer Help Desk Software
December 3, 2009 by CRM Help Desk
Introduces Intelligent Response System for Quicker Resolution Times
New Version of SupportCenter Plus Aimed at Improving Customer Support Department Productivity
AUSTIN, TX — ManageEngine, makers of a globally renowned suite of cost effective network, systems, applications and security management software solutions, today announced a new version of ManageEngine SupportCenter Plus, the company’s web-based customer help desk suite, designed to increase the productivity of customer support professionals and decrease the time-to-incident resolution for the customer.
The new version of ManageEngine SupportCenter Plus uniquely targets and integrates relevant conversation taking place on the social networking and micro-blogging service, Twitter, allowing support technicians to identify instances of customers Tweeting about a company or its products. With the new Twitter integration, support professionals have another channel for communicating with customers, proactively offering assistance when they see an individual Tweeting a question or concern. SupportCenter Plus provides technicians a single console through which they may address customer needs, regardless of whether the initial customer contact comes through Twitter, a standard support form or an email.
The new SupportCenter Plus also includes features designed to decrease the workload on the customer support professional by lowering the number of customer tickets, while simultaneously increasing customer service levels. The new Intelligent Response System, for example, is a self-service capability, which responds to customers as they begin typing their questions or requests, automatically suggesting helpful materials from the application’s knowledge base. The customer may then review the material in the knowledge base, obtaining the necessary assistance without ever involving a support technician.
SupportCenter Plus now also allows support technicians to — without ever leaving their primary console — help a customer by looking-up a previously catalogued answer or piece of information residing in the application knowledge base. When responding to a customer question or request, instead of the technician having to leave their central console to access the knowledge base, then copy the information from the knowledge base and paste it into the SupportCenter Plus interface where it can be shared with the customer, the technician simply accesses the knowledge base directly from their main interface and readily shares the information with the end user.
"ManageEngine SupportCenter Plus plays an important role in our commitment to providing customers the best possible service," said Patrick Higgins of the Chicago Tribune. "The automated features within ManageEngine’s software are so powerful and easy to use that our support professionals have all of the information and capabilities they need to quickly address whatever question or issue a customer may have. We also found it to be very affordable, especially when compared to competing products."
"Increasing customer help desk productivity and customer satisfaction means reducing the time spent on every ticket," said Vinu Sreedharan, product manager, SupportCenter Plus. "The new features in this release will help customer service departments reduce that time and increase overall effectiveness. We have seen ManageEngine SupportCenter Plus transform customer help desk departments and the new enhancements are really our response to customer feedback. We are excited about the new Twitter integration as it allows not just the customer service department to keep track of questions but can also greatly aid organizations in their need to keep track of public image and branding."
ManageEngine SupportCenter Plus is a web-based customer support help desk software suite with complete request management, contact management, knowledge base, self service portal, remote control and more. It includes computer telephony integration and support for 13 languages.
Availability & Pricing
ManageEngine SupportCenter Plus is available now for download directly from the ManageEngine website at www.manageengine.com/supportcenterplus. Pricing starts at $495 for two support representatives. A 30-day free evaluation, with full functionality, is also available.
About ManageEngine
ManageEngine is the leader in low-cost enterprise IT management software. The ManageEngine suite offers enterprise IT management solutions including Network Management, HelpDesk & ITIL, Bandwidth Monitoring, Application Management, Desktop Management, Security Management, Password Management, Active Directory reporting, and a Managed Services platform. ManageEngine products are easy to install, setup and use and offer extensive support, consultation, and training. More than 36,000 organizations from different verticals, industries, and sizes use ManageEngine to take care of their IT management needs cost effectively. ManageEngine is a division of ZOHO Corporation. For more information, please visit www.manageengine.com.
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HelpConnection.NET is another customer support software application that has integrated social web into it’s ticketing and knowledge base system. http://www.helpconnection.net/twitter-help-desk.aspx
Popular software from a smaller company, with friendly customer support. HC.NET has full featured Knowledge Base and ticketing via email, Twitter or online forms… reporting, customer data retention, and so much more.
Visit for free online demo, to download free trial, or to read more about it.