The nature of customer support/help desk is problem solving. No one calls in to say that everything is going well. It's a bit like being a policeman. People only call you when a crisis occurs. That in its self can become daunting for workers. Dealing with unhappy customers all day, every day, can negatively affect your team's morale.

eCi announced its intention to offer Helpdesk Services to ISPs in November 2000, following years of experience providing third-party technical support for leading consumer electronics manufacturers. eCi has now become partners with several Midwestern ISPs, who benefit from eCi's expertise. The skilled and committed work force at eCi delivers excellent customer service to end-users. eCi's infrastructure including telephone, email, and World Wide Web support is already in place. These advantages allow eCi to provide service at a much lower cost than most companies can match in-house. eCi can also tailor its services to meet the needs of each individual ISP. These options include 24 hour a day support, Internet support, market and statistical research, and performance benchmarking.

Prior to selecting FootPrints, HealthMed outsourced its help desk operations. The company used a combination of spreadsheets and IBM Lotus Notes(R) to track support issues and service requests from employees and customers. With requests often falling through the cracks, the company decided to bring its service and support operations in-house, and implement a web-based system to track and manage these activities. Among the ten different help desk solutions evaluated by HealthMed, FootPrints was selected for its web-based functionality, advanced features, easy-to-use interface, and extreme flexibility.

As budgets for community colleges and K-12 school districts are reduced, IT organizations continue to compare help desk automation solutions and find the Web+Center help desk cost effective, but functionality complete and easy to implement. The Web+Center's all web-based approach provides a rapid deployment for technicians and educators.

A new version of one of the most complete, turn-key, web-based Help Desk products in the industry is now available for immediate download from Internet Software Sciences. The Web+Center is a suite of three, integrated, web-based applications providing Help Desk functionality, Customer Self-Help and Business Customer Relationship Management (CRM) applications. The Web+Center's suite of products can easily be used for either external customer support and internal IT support operations.

Web+Center is a suite of three integrated, Web-based applications providing Help Desk functionality, Customer Self-Help and Business Customer Relationship Management (CRM) applications. The Web+Center's suite of products can easily be used for either external customers and internal IT support operations.

"The iSupport Report explores the extremely timely topic of Internet-based support, and represents an area of interest and momentum that is critical for the industry to address. HDI is pleased to bring this cutting-edge research to our membership and the industry at-large," says Ron Muns, founder and CEO of HDI.

Web+Center is a suite of three, all web-based applications for Help Desk, Customer Self-Help and Sales CRM. Already a favorite for many education, government and corporate IT Help desk centers, the Web+Center product provides out of the box functionality with options available for extensive customizations if desired.

The software offers unlimited customization options by providing over 95% of the source code in an open-source code ASP development environment.

IT help desk software can be a valuable resource for technicians to manage and resolve troubleshooting tickets. Most companies realize the benefits of purchasing help desk software since it is a reliable way to manage customer inquiries and complaints. IT help desk software is preferred by both companies and clients over a traditional call center.