This review was last updated
This CRM Review examines SherpaDesk.
In-Depth CRM Review
1447 Peachtree Street NE
Atlanta, GA 30309-3043
CRM Category: Customer Support – Cloud
Sub-Category: Help Desk
Seats: Small Enterprise
About the Company:
bigWebApps was started by a group of guys who had enough with lost tickets, frustrated technicians and unhappy customers. Recognizing the need for an application that cuts response time, decreases onsite visits and reduces ticket escalation, we created bigWebApps HelpDesk in 2001.
From IT consultants to K-12/higher education administrators, bigWebApps HelpDesk is a friendly, on-demand help desk solution built on the ITIL framework that works quickly and plays well with others. After achieving great success with bigWebApps HelpDesk for technicians, we expanded our scalable help desk solution to benefit facility maintenance engineers.
Today, our on-demand solutions serve more than 200 clients with 100,000 users in 43 states and nine countries. Of those who try bigWebApps HelpDesk, 95% keep it. We are quite proud to boast this high retention rate because customer satisfaction is our No. 1 priority.
That’s why the guys at bigWebApps become more than just a provider—we are a trusted friend and partner. Your success is our success. With customizable, easy-to-use and affordable solutions, the responsive bigWebApps team puts a friendly face on help desk and customer support applications that ensure rapid adoption with a smile.
About the Product:
Keep your team organized and on the right path.
Receive, route, respond and report client support requests with our complete ticket management system. Dynamic forms allow you to ask specific questions and gather better information relating to the end user’s needs. Customers are able to send tickets either by email, a custom web portal or via the SherpaDesk mobile app.
PM tools to help you plan for success.
Start a new internal project or create one for your clients. Establish baselines for estimated number of hours it will take to complete the project and expected costs. Assign tickets and ToDo items to each project to see the total magnitude of work completed and how close you are to your initial estimations.
Know your company’s or your client’s inventory.
Asset Manager allows you to maintain a database of all your internal hardware or client’s assets. Track and report on each asset profile, review support history of each asset, and maintain an audit trail of the asset’s life-cycle.
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Rich’s View of SherpaDesk:
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