Elementool Unveils Online Help Desk Application for

Small-to-Medium-Sized Enterprise Customers

 

New Hosted Solution Helps Enterprises Boost Customer Support Levels

Without Incurring Complex IT Integration Issues or

Costly Licensing and Support Fees

 

March 18, 2004, New York—Adding to its portfolio of web-based management tools, Elementool announced today immediate availability of Help Desk 2.0, a new, hosted application that alleviates e-mail management constraints and increases customer support levels. Developed for small and medium-sized enterprises, the solution does not require additional software installations or hardware purchases.  

 

Help Desk 2.0 allows customers to track and view e-mail correspondence, assign tasks, create auto reply messages, generate customized reports and more. The web tool also stores all e-mail correspondence in a central database that can be accessed remotely by authorized users. Customers can set up accounts in 30 seconds or less by simply logging on to the Elementool Web site.

 

Managing Customer Expectations
According to the Jupiter Research’s 2003 study on the state of customer service, only slightly more than half (56 percent) of respondents were satisfied or very satisfied with help via e-mail. More than 85 percent of the 2,734 interview respondents indicated that they expect a response to their customer service e-mail within 24 hours and 13 percent expecting a response in less than an hour.

 

“GenVault is an emerging small business offering important research tools for the medical field. Our customer’s expect quality every step of the way, and their satisfaction is a key ingredient to the success of our company,” said Pamela Wittman, Senior Quality Assurance Engineer at GenVault, a biological sample and data archiving company based in California. “Elelmentool’s web-based Help Desk solution gives us the tools we need to quickly respond to customer inquiries and provides seamless integration between our help desk operations and the product development and sales and marketing process.”

 

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Help Desk Release / page 2

 

“Small and medium-sized businesses don’t have the financial or technical resources to support the solutions that are available to larger enterprises. Their IT shops have fewer employees, and they don't have a lot of time to spend on software implementations or support,” said Yaron Sinai, founder and CEO of Elementool. “They need solutions they can implement quickly and easily without incurring massive integration headaches or going over their budget. Elementool’s web-based Help Desk tool is a cost-effective, comprehensive alternative to traditional help desk solutions.”

 

Product Details and Features

Elementool’s online Help Desk 2.0 tool requires no additional software installations or hardware purchases. The fully customizable web-based solution enables companies to store all the messages received from and sent to customers in a database in their account. Customers can track and view the correspondence history of each message, assign tasks to team members and generate customized reports.

Additional capabilities include: 

  • Automatic e-mail notification to alert help desk personnel of new assignments,
  • Advanced search and reporting features,
  • Self-back-up through a downloadable database, and
  • History trails to track and display changes made by users in each issue throughout its lifecycle.

 

Availability and Pricing

Elementool’s Help Desk 2.0 is available immediately and can be accessed from anywhere in the world, regardless of the user’s connection speed. Pricing starts at $39.99 per month for a single account with unlimited user licenses.

 
About Elementool

Founded in 2000, Elementool is a leading provider of Web based project management and customer support tools. A broad range of small and medium-sized enterprise customers and Fortune 500 corporations such as Warner Bros, General Electric and Hewlett Packard, depend on Elementool’s web based management tools to improve operational efficiencies, increase customer satisfaction and improve their bottom line. From the initial stages of the project development process to the final stages of customer support, Elementool is just a click away. 

 

For more information, please go to www.elementool.com

 

 

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