New help desk software based on Web 2.0 principles is launched by Polar. "Open data" is the product's distinguishing quality: the content of all incidents in the system is completely open, visible to all users and searchable through Internet search engines.
Split (PRWeb) February 11, 2007 -- Polar, software development company specializing in IT service support products, has released new help desk software implementing the Web 2.0 attributes: open and reusable data, lightweight design, and user focused product. This is a new business model for a help desk solution with a potential to generate network effects through the user participation.
Polar Help Desk Hosted Edition features anonymous access which allows users to enter the system without authentication to view and search through the issues resolved in the help desk. All incidents resolved in help desk are visible as any other open web content. This unique feature provides the following benefits for support service providers.
- Company's knowledge and data is reusable: support representatives as well as service users can search and navigate the accumulated knowledge without establishing and maintaining the traditional knowledge base.
- More visits to the web site: the issues described in the help desk appear in unpaid generic searches for the supported products or service, which means more new and quality leads for the business.
- Building customer trust and loyalty: as the support data is open, the prospects can witness themselves how other customers are supported. This proves the reliable service.
"We are enhancing the product with abilities like tagging, RSS, voting, widgets to give it the full Web 2.0 power. When integrated with a web chat, we are developing in the moment, this help desk software will deliver its users the power of participation, conversation and collaboration, and thus bringing great benefits to support provider company." said Mr. Prusac, CEO at Polar.
In terms of technology, Polar Help Desk Hosted Edition was designed from the ground up as on demand software. It makes use of the latest web technologies like AJAX to provide a fluid, browser based experience. It is specifically intended for companies (regardless of industry) who provide IT support to hundreds or thousands of their users. http://www.polarsoftware.com/products/helpdeskhostededition/index.asp
Polar was founded in 1995 and has since developed and marketed a wide range of software products. As the company is adopting the Enterprise 2.0 Best Practices in its daily business, new software products are being developed and improved by implementation of Web 2.0 Principles. "The Long Tail of Human Resources" is the new innovative approach first compiled and applied in the human resources management by Polar company.
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