HP Service Manager

HP Service Manager is a robust customer support option with helps you consolidate your service management using single, centralized dashboard so it's an enterprise class solution. You can manage all of the knowledge, request, incident, problems and change processes in the lifecycle of your customers in some innovative ways which are very powerful. Your agents are empowered with the big data search, set ticketing, global knowledge and collaboration tools which greatly improve the end user experience. It's key differentiating feature is the use of big data business intelligence which you can utilize in the form of analytics to help your agents find actionable knowledge though also provides the company a useful overview as to sticking points of their end users. The integrated big data analytics allows you to observe patterns and trends in your customer support tickets containing powerful insight which you may otherwise not perceive, which you can use to streamline processes to improve your bottom line, relay issue to other departments for their correction, and have much faster response times by customer support team. The automatic assignment and automatic classification feature are great. You can utilize global search system to access your entire knowledge or service and support catalogs which speeds things up. While there is an internal communication tool so you can stay on the same page as your agents. They claim the deployment of HP Service Manager is very quick and easy with simple maintenance so that's great news. Though in the interest of transparency I've experienced all of the demos and utilized their free trial to have hands on time with it but don't currently pay for this service. I have done extensive business software research recently including several customer support platforms and so feel I can offer sincere value with my opinion.

It's a highly robust and relatively user friendly enterprise class software. You don't need to code anything to get it running company wide. It's certainly not the cheapest on the market I am assuming, and it's a very competitive market with many other choices but the big data trend analysis is definitely worth a look for your customer support if you have big data to analyze. It may also be more cost effective to get this trend analysis done using a third party service while using a less expensive customer support solution. Though it would be useful for agents to have at their finger tips it may be possible to utilize a third party service ongoing to do this data analysis while you use it to build up your knowledge base and support and service catalogs. I would definitely recommend trying the HP Service Manager free trial to learn how this data can help your business. It's a really smart idea, I'm just not certain how practical it is for small or mid-size businesses.

It's a highly robust and relatively user friendly enterprise class software. You don't need to code anything to get it running company wide. It's certainly not the cheapest on the market I am assuming, and it's a very competitive market with many other choices but the big data trend analysis is definitely worth a look for your customer support if you have big data to analyze. It may also be more cost effective to get this trend analysis done using a third party service while using a less expensive customer support solution. Though it would be useful for agents to have at their finger tips it may be possible to utilize a third party service ongoing to do this data analysis while you use it to build up your knowledge base and support and service catalogs. I would definitely recommend trying the HP Service Manager free trial to learn how this data can help your business. It's a really smart idea, I'm just not certain how practical it is for small or mid-size businesses.