Customer Support Software

Changes in your IT infrastructure can cause unnecessary interruptions to crucial services if change management is not  managed properly, however a new study by Towers Watson has found that only 25% of change management initiatives are successful over the long term.  In order to minimize the number and impact of service outages, you need to ensure that standardized analysis, review & approval processes are followed. Here is some recent research exploring best practices in change management success. New [...]

  Nothing compares to a strong, web-based, customer support tracking tool to streamline and manage customer support requests, but today more and more customers are taking their requests and complaints into social media.  Savvy customers know that organizations do not want negative comments on their facebook pages and can get fast resolution going that route, but did you know that social media can also be a great way to proactively manage your customer support?  From [...]

  It’s a given, if you have customers you have support issues.  Whether you serve retail customers or other businesses, support issues occur and must be resolved.  Today, more than ever, providing first-rate customer service is necessary to earn and keep your customers. Some contributing factors to increased expectations are: We have become used to getting information quickly.  When we have to wait a few seconds can seem like an eternity. Many businesses are running [...]

Customer support is a key focus here at Novo.  Because of the nature of our business, we practice this on two levels. Firstly, we are in business.  We have customers.  Therefore we must ensure that we are supporting our customers.  Not only is excellent customer service a key part of our business model, but businesses that don’t support their customers don’t stay in business very long. Secondly, our business software revolves around helping others provide [...]

Searching for software online can be an unpleasant task.  Whether for a work application or personal use, success in getting the right software can be key to saving time and money. I straddle both sides of this fence.  As marketing manager for Novo Solutions I want to provide our visitors with the information they need to evaluate our software in ways that make it easy for them.  My job also involves utilizing software to aid [...]

For years industry experts such as Gartner and Forrester have been forecasting the growth of hosted services, but many businesses have been slow to embrace ‘the Cloud’.  Some organizations are leery of posting sensitive company data in the cloud while others have business needs that are not met in current hosted offerings.  Many are doing business as usual adopting a ‘wait and see’ attitude to see how technology evolves, but recent events may bring big [...]

When purchasing software there are many considerations including evaluating features, but did you know that there can be big differences in the deployment model as well? Typical deployment models: Shareware/Freeware: This is usually a basic version of the vendor’s software.  It is free but there may be costs for additional users and features.  Some have term limitations while others have unlimited use but may have other restrictions.  Make sure you read all the fine print [...]