HelpDeskPilot…a solid web based customer support solution
HelpDeskPilot is a web based customer support system that is targeted at small and medium enterprises. Built totally on open source technologies, it is quick to install, configure and pick up speed with. It comes from the Chennai based Ten Miles Corporation, which is headed by Shalin Jain (their Web2.0 polling application, Tezza has been profiled earlier on this blog). HDP is not a new product; its been around for a while and is already being used by many customers. What is being released now is its new & improved version 2.
HDP is based on PHP and runs on a wide variety of platforms (webservers- Apache/IIS and OS- Windows/Linux/Unix). You need to download it and install it on your own servers. Besides English, it is also available in German, Dutch, French, Russian etc, which makes it a truly international product. You have a free version and three paid versions for differential price/feature combinations.
HDP works as a ticket based system where customer emails are converted into tickets. It has the typical features you would expect to find in a comprehensive customer support system; things like message threading, bifurcation into categories (departments), anti spam features etc. Something that caught my attention was the concept of a canned reply. A majority of the support emails are standard questions that customers ask over and over again. HDP has a feature called canned replies that lets you insert pre-defined messages into any reply by a single mouse click. Sounds great to me.
I haven’t tried out the product myself, but it looks impressive to me. Not just the core application, but the other things surrounding it as well- the website and its content, the pricing scheme, screenshots and demos etc. It gives the impression of a well designed overall pacakge. My impression may partly be influenced by the knowledge that the company behind HDP also dabbles in Web2.0 products, so its likely that some of the Web2.0 influence (i.e. simple design, easy workflow, clean interfaces etc) is getting carried over to this business application as well. (I must add that this is purely a speculative assumption and needs to be validated by actual usage).
I have recently been looking around for a customer support solution for one of our own products. I found numerous web based options, but most of them look too feature heavy, or seem to require considerable gestation periods before you could get to speed with them. What you really need (for most situations) is a simple, easy application that is up and running in a jiffy (37signals, a Web2.0 trendsetter actually uses Gmail as their support solution). As more web based businesses start springing up, the demand for such systems is going to increase. The need for simplicity gets accentuated, because the support & customercare staff is usually non technical and their ability to deal with complex interfaces and geeky workflows is highly questionable.
Something I would like the HDP team to consider is the option of a hosted version of their product. While that would undoubtedly require a fairly significant shift in strategy and orientation, the overwhelming trend in the CRM space is towards SAAS modelled hosted services. Companies like SAP, Oracle etc are having a tough time countering the onslaught of SAAS forerunners like Salesforce.com. This trend is likely to intensify in future, as the SME segment is likely have larger numbers of non tech-savvy, first generation entrepreneurs. For them, a hosted solution makes better sense than a installed version. Hosted solutions also encourage faster product trials, so they can help to scale the business much faster.
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Is there anyone else out there that is trying to get this working on their own servers, that might be using WAMP? I’m trying to figure out how to get it installed, and I’m still green to setting it up.
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