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Chat-Based Support Streamlines Help Desk Support

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There’s a “new kid on the block” when it comes to how organizations like Tolar Systems approach help desk support. It's called “chat-based support,” and it’s a ticketing option we expect to make available to all of our Complete Care managed service customers in the very near future.

Learn more about chat-based support from Tolar Systems.

There’s a “new kid on the block” when it comes to how organizations like Tolar Systems approach help desk support. It's called “chat-based support,” and it’s a ticketing option we expect to make available to all of our Complete Care managed service customers in the very near future.

What is Chat-Based Support?

Whether you’re working with an in-house help desk, outsourced IT support or a  managed service provider – or even if you’re working directly with a technology or other vendor – you’ve likely been asked to use a ticketing-based system when calling in with a support issue.Computer Hand Technology

Phone support, web portals and email-based systems are among the most common options when it comes to managing an IT help desk. Chat-based support is simply the latest enhancement in ticketing that helps IT organizations streamline how they manage support tickets so that each customer receives faster and more efficient support

Chat-based support allows users to open a ticket through instant messaging—not by calling on the phone, using a managed service provider portal or sending an email to open a ticket.

Advantages of Chat-Based Support

Chat-based support system provide some important advantages when it comes to running a help desk, including:

  • The ability to deliver more insights about organizational and individual IT challenges and requirements
  • Improved work flow and customization that supports rapid growth
  • A future proof solution that can be customized over time
  • Ability to better manage tasks across multiple teams and internal tools
  • Speed and efficiency allowing IT support teams to keep up with customer demands

Users who are already familiar with instant messaging and chat-based platforms like Slack will feel right at home with this system, and we believe it will allow our team here at Tolar Systems to provide even faster support for urgent issues.

Getting Better Service with Chat-Based Support

Chat-based support allows users to open tickets faster, and can make help desk response times faster too. But, there are a few caveats if you want to give chat-based support a try.

Because chat-based support systems are instantaneous, responsiveness is key. As with email or portal-based support, a managed service provider will be waiting for a response from you. If we don’t hear from you, we can’t take further action on your issue. We may also have to move the chat request from chat into email. To get the fastest solution possible, it’s best to stay keep the chat window open while we’re working on your chat-based support ticket.

There’s also a right and wrong time to use chat to open your support tickets. It’s typically the right choice for simple matters, rather than large projects. If it’s a complex matter that requires team decision-making or management approvals on either end, a chat-based support ticket is likely not the right choice. Email, phone or portal-based support may be better options.

It’s also worth noting that chat-based support tickets will work best during normal business hours when there is more likely to be a live person to respond to the chat. But also keep in mind chat volumes. More than 50 percent of live chats usually occur during the peak hours of 10 AM and 3 PM, making mid-day a less optimal time to use chat if volumes are high.

For more information on chat-based support systems, contact Tolar Systems today.

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