September 04, 2005

By: Richard Zelnik
Website: http://www.help-desk-software-n-application.com

Powerful Solution to Deliver Immediate and Personalized Service to Internal and External Customers

UniPress Software, Inc., a leading provider of web-based service desk automation software, today announced its FootPrints product line offers a broad range of advanced email management functionality to accelerate and streamline service and support-related communications with internal and external customers.

As a key component of FootPrints service desk software, the system’s two-way email management enables help desks, call centers, and customer support centers to improve customer communications, increase response times, automate processes, reduce costs, and improve the overall agent and end-user support experience.

With FootPrints’ advanced email management capabilities, all incoming support requests received via email can be automatically turned into tickets and managed easily through the web-based service desk. FootPrints combines the functionality of traditional help desk support and email management tools in a single solution, allowing service and support centers to centrally manage and automate incoming and outgoing email. And through auto-generated and customizable email notifications, users and groups involved with an issue can receive personalized alerts and updates that allow them to monitor status independently. Email templates can be created within FootPrints to streamline communication and personalize individual and mass emails without any programming.

Integrated email management is a critical component of the multi-channel service desk, explained Mark Krieger, President of UniPress Software. FootPrints email management functionality offers end-users a simple and effective communication channel that provides constant visibility into the resolution process. And it helps companies effectively manage this channel to automate service tasks, drive agent workflow processes, and improve communications to internal and external audiences.

With FootPrints, support agents can create issue tickets directly from email, and email attachments can be dynamically processed and linked to corresponding issues. Also, agents and customers can conduct email conversations that can, in turn, be automatically tracked in the correct issue. Email inquiries can be automatically routed to appropriate agents and escalated based on the organization’s specific agent, timing, and SLA support requirements through built-in business-rule automation features within FootPrints.

Customers justifiably expect immediate service, and if they cannot get through to a service department via phone, they go to email, then chat – or any combination, explained Krieger. To ensure a consistently positive customer experience, companies today must optimize every service and support communication channel; and to do so, they must rely on automated service desk solutions. FootPrints, as a result of six-plus years of innovation derived from direct feedback of 1,700 customers, delivers a powerful, web-based, and email-ready solution that can be deployed and fully implemented in as little as two weeks and fit within any budget.

To address the inherent problems with spam and its potentially devastating impact on the service desk, FootPrints has integrated SpamAssassin, one of the most advanced anti-spam protection solutions available. This enhanced spam-elimination capability enables organizations using FootPrints to control the influx of inbound spam that can hamper help desk and customer support center performance, bog down workflow, negatively impact response times, and threaten service level agreements.

Used by more than 1,700 organizations worldwide, FootPrints provides a 100% web-based system to automate help desk and customer service operations, and control all aspects of the problem-resolution lifecycle. In addition to automating two-way email management, the software offers equally powerful functionality to support various communications channels, including phone, the web, chat, and wireless devices.

FootPrints also includes centrally managed customer-request tracking, business rule and task automation, self-service online, knowledge management, live e-support tools, powerful reporting, and dynamic integration with LDAP-based address books, such as Microsoft Active Directory.

About The Author:

Richard Zelnik is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!