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Overview - Think Beyond Technical Support

Every day thousands of organizations are supporting their customers and employees as part of their fundamental business operation. The type of support needed varies depending on the type of organization and the products or services provided. Many organization do not track all of the support requests and hence, don’t realize how much time is spent on support activities.

Just as important as understanding the amount of time spent on support, determining areas where the support can be reduced or eliminated is fundamental in making your business more efficient.
Flowan Help Desk is the tool to:
  • Capture all support activity
  • Track support activity to ensure resolutions are provided in a timely manner
  • Analyze support activity to determine the time spent on the different types of support
  • Improve your business by using the analyzed data to streamline and optimize your support operations
Email is Not the Right Tool
Email is a popular way for organizations to provide support from their websites. But it’s not an effective tool to capture, track and analyze support activities. In fact, with all of the SPAM occurring via email, there is no guarantee that you are even responding to all of your customer requests.

According to a recent JupiterResearch WebTrack: "Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements. Moreover, 81% of sites responded to email inquiries, but just 57% resolved email inquiries within 24 hours. Meanwhile, 23% of sites took more than three days to respond or were completely unresponsive".
Flowan Help Desk is the right tool. You can utilize the Flowan interface on your website and it’s as easy as adding a URL link.

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Flowan Help Desk

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Flowan Software Inc.
31300 Solon Rd.
Suite 11
Solon, OH 44139

Toll-Free: 1-877-7FLOWAN
Phone: (216) 595-2768

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