Parker Software Leads the Way in Customer Support with Live Chat Solution

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Parker Software is leading the way with organisations operating support service desks and helpdesks in the first few months of 2010 they have secured a number of high profile global accounts with their industry leading Live Chat solution WhosOn.

Parker Software is leading the way with organisations operating support service desks and helpdesks in the first few months of 2010 they have secured a number of high profile global accounts with their industry leading Live Chat solution WhosOn.

Recent deals for the Stoke-on-Trent based company include, two of the worlds global leaders in high-tech electronics manufacturing and digital media, the number one provider of insurance in the US currently offering protection to over 50 million policyholders worldwide, a leading manufacturer of electronic label makers and postage printers and its most recent win includes one of Americas leading issuers of Visa® credit cards.

Service desks or help desks act as the central point of contact between a service provider and its customers or users on a day to day basis. It is an integral part of any business offering support services as it acts as the focal point for reporting Incidents disruptions or quality issues and for users making Service Requests.

The overall aim of any type of service desk is to deliver reliable, high quality services and engender trust in their customers. Traditionally service desks have relied heavily on their customers making contact via telephone or email these methods often lead to delays in response times with email and restricted agent productivity and the associated high cost of telephony. Parker Software are fundamentally changing the service desk approach with their Live Chat Software.

The WhosOn solution enables a service desk customer to engage directly with a service or helpdesk agent via secure text chat, this is fast becoming a preferred contact method of choice, as a customer does not anticipate that they will be held in a call queue as they would on the phone or have to wait for a response to an email, therefore instantly improving customer service.

Companies themselves that are implementing the solution are not only reducing the average response wait time but they are also making significant cost savings as the volume of telephone calls is dropping.

Perhaps the most beneficial aspect of the solution, which is often overlooked, is agent productivity. Unlike a standard telephone call whereby only one call can be handled by one agent at one time, the WhosOn live chat solution enables an agent to take multiple chats at once. Agent productivity is more than doubled again this is having a significant impact on cost reduction.

Business development manager Ian Rowley Comments "We have had a tremendous start to 2010 and aim to build on this success, we are already in advanced talks with other leading organisations in particular those covering the financial services industry in the UK, US and Europe to help improve service desk provision. We are also working with Salesforce.com and Microsoft Dynamics CRM, the leading Customer Relationship Management (CRM) providers to further improve service desk provision and traceability by directly linking our application into the CRM software. This essentially provides the ability to link any live chats to a new or existing record within the CRM or create/update website visitor records instantly".

"The organisations we have secured are already seeing a significant return on their investment in the WhosOn solution, it has enabled them to significantly reduce the support overheads associated with email and telephone support, whilst also enabling them to increase employee productivity with the implementation of live Chat, it has a major beneficial impact on operating costs" adds Ian.

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Ian Rowley