Product Overview of Vision Helpdesk
Vision Helpdesk is a comprehensive and feature-rich customer support platform designed to centralize and manage all aspects of customer service across various channels. Founded in 2007 and headquartered in Nashik, India, Vision Helpdesk caters to small, mid, and enterprise-level businesses across multiple industries.
What Vision Helpdesk Does
Vision Helpdesk is an all-in-one multi-channel help desk software that enables businesses to receive, process, and respond to service or incident requests efficiently. It integrates customer communications from phone, chat, email, web portals, Facebook, Twitter, and other channels into a single platform, enhancing customer response times and satisfaction levels.
Key Features and Functionality
Help Desk Software
- Incident Management: Manage and track customer issues from start to resolution.
- Client and Staff Management: Organize client information and staff roles, including admin access and team roles.
- Knowledge Base Management: Create and manage a knowledge base for quick access to solutions.
- Automation and Workflow Rules: Automate ticket workflows, set up escalation rules, and define multiple ticket operations.
- SLA Rules and Incident Escalation: Ensure service level agreements are met with automated escalation rules.
- Task Management: Assign and track tasks to ensure efficient issue resolution.
- Customer Feedback and Ratings: Collect feedback through surveys and ratings.
- Custom Fields and Form Builder: Customize forms and fields to fit specific business needs.
- Self Service Customer Portal: Provide customers with a portal to submit tickets, track issues, and access knowledge bases.
Satellite Help Desk
- This module extends the Help Desk Software by allowing businesses to manage support for multiple companies, brands, or products from a single staff portal. Each company can have its own branded customer-facing portal, making it cost-effective for multi-brand customer support.
- Multi-Language and Multi-Time Zones: Support global customers with multi-language and multi-time zone capabilities.
Service Desk Software
- ITIL ITSM Certified Processes: Includes PinkVERIFY™ certified processes for incident, problem, change, and release management.
- CMDB/Asset Management: Manage configuration items and assets within the service desk.
- Service Catalog Management: Create and manage service catalogs and contracts.
- Problem and Change Management: Identify and resolve problems, and manage changes to services.
- Contract Management: Manage service contracts and agreements.
Live Chat Software
- In-Built Help Desk Features: Integrates live chat with help desk features for seamless customer support.
- Multi-Company Live Chat: Manage live chat support for multiple companies or brands.
- Online Visitor Tracking: Track online visitors and engage them through live chat.
- Live Chat Automation: Automate live chat workflows and use virtual agents.
- Reports and Analytics: Generate reports and analytics on live chat interactions.
Additional Features
- Multi-Channel Support: Centralize customer communications from various channels into one platform.
- Email Integration: Integrate with email systems using SMTP and email templates.
- Social Media Integration: Support customer interactions through social media platforms.
- Mobile App: Available on both Android and iOS, enhancing mobility and efficiency.
- Customizable Workflows: Customize workflows to fit the specific needs of the business.
- Reporting and Analytics: Generate detailed reports and analytics to improve customer service and operational efficiency.
Pricing and Support
Vision Helpdesk offers various pricing plans, including Starter Help Desk, Pro Help Desk, Satellite Help Desk, Pro Service Desk, and Enterprise Service Desk, with prices starting at $12 per agent per month billed annually. The platform also provides a 30-day free trial. Customer support is available through phone, live support, tickets, and training sessions.
In summary, Vision Helpdesk is a robust customer support platform that offers a wide range of features and functionalities to streamline customer service operations, making it an ideal solution for businesses of all sizes.