Vision Helpdesk - Short Review

Product Overview of Vision Helpdesk

Vision Helpdesk is a comprehensive customer support platform designed to streamline and enhance customer service operations for businesses of all sizes. Here’s a detailed look at what the product does and its key features.

What Vision Helpdesk Does

Vision Helpdesk is an all-in-one multi-channel help desk software that assists support agents in receiving, processing, and responding to service or incident requests. It centralizes customer communications across various channels, including phone, chat, email, web portals, Facebook, Twitter, and more. This platform is tailored to meet the customer service requirements of different business types, from startups and SMEs to large enterprises.

Key Features and Functionality

Help Desk Software

• Incident Management: Manage and track service requests efficiently.
• Client Management: Organize client information and interactions.
• Staff Management: Assign roles and manage staff access.
• Knowledge Base Management: Create and manage a knowledge base for quick resolutions.
• Automation and Workflow Rules: Automate tasks, ticket assignments, and escalations using workflow rules.
• SLA Rules and Incident Escalation: Ensure service level agreements are met and incidents are escalated promptly.
• Task Management: Assign and track tasks within the support team.
• Ticket Billing & Time Tracking: Manage billing and track time spent on tickets.
• Multi-Language Help Desk: Support global customers with multi-language capabilities.
• Customer Feedback | Ratings & Survey: Collect feedback and ratings from customers.

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.
• Multiple Schedules & SLA: Manage different schedules and SLAs for various companies or brands.
• Multi Language & Multi Time Zones: Support customers across different languages and time zones.

Service Desk Software

• ITIL/ITSM Compliance: PinkVERIFY™ certified processes ensure adherence to IT service management (ITSM) standards.
• CMDB / Asset Management: Manage configuration items and assets.
• Problem Management: Identify and resolve the root cause of incidents.
• Change Management: Manage changes to the IT infrastructure.
• Release Management: Plan and manage the release of new or changed IT services.
• Service Catalog Management: Manage a catalog of IT services offered to customers.
• Contract Management: Manage service contracts and agreements.

Live Chat Software

• In-Built Help Desk Features: Integrates with help desk features for seamless support.
• Multi-Company Live Chat: Support multiple companies or brands through a single live chat platform.
• Online Visitor Tracking: Track website visitors in real-time.
• Live Chat Automation: Automate live chat responses and routing.
• Virtual Agents: Use AI-powered virtual agents to handle customer queries.
• Reports and Analytics: Generate reports and analytics to improve support productivity.

Additional Features

• Multi-Channel Support: Consolidate customer communications from various channels into one platform.
• Customizable Workflows: Customize workflows and extend the functionality of the help desk using APIs and third-party integrations.
• Staff Collaboration: Use tools like Blabby for team collaboration.
• Gamification: Motivate support agents through gamification features.
• Social Media Integration: Integrate with social media platforms to direct surveys and gather feedback.
• Mobile App: Access the help desk via mobile apps for iOS and Android.
• Self Service Customer Portal: Provide customers with a self-service portal to manage their tickets and access knowledge bases.

Pricing and Deployment

Vision Helpdesk offers various pricing plans starting at $12 per agent per month (billed annually), with different tiers that include additional features such as ticket billing, task management, and advanced ITSM modules. The software supports web-based deployment and is available on both SaaS and on-premises platforms. A 30-day free trial is also available for evaluation.

In summary, Vision Helpdesk is a robust customer support platform that offers a wide range of features and functionalities to help businesses deliver efficient, multi-channel customer support, making it an ideal solution for organizations seeking to enhance their customer service operations.