Online Helpdesk Support System for Handling Complaints
Abstract— For a service company, helpdesk or customer service is very important part of their company. Good customer support and services will help company to sustain and maintain the customer. Nowadays, customers are getting used to use application during the development of technology, internet, and application. It is very important for service company to also take part in developing a good helpdesk system. The good service will improve the service quality which are impacted to the loyalty of customers. This paper described the main problem faced by one of the private delivery services company located in Jakarta, Indonesia. https://codeshoppy.com/php-projects-titles-topics.html The methodology used in this paper are data collection through study literature review and interview session to obtain requirements. This paper also discussed about designed and developed online helpdesk system to support customer service system related to the customer satisfaction, complaint, and solve problems by them self. As the result, the company save a lot of time in serving customer, save amount of money in eliminating telephone charges due to customer complaint and question, and self service for customer satisfaction. Keywords—hepdesk, internet, technology, service
V.CONCLUSION
The utilization of helpdesk system can reduce task, problem, and improve the customer satisfaction rather than waiting for the customer service to solve the problem. The comparison between current situation and the optimized situation showed the problem and question can be handled by the customer using the system without need to come and complain to the service center and shorten the time in handling problem by customer service. As you can see, the benefit of this online helpdesk system for this service company will reduce complexity of customer complaints and needs using one system, and for the impact, it will increase customer satisfaction. Further research and recommendation is to analyze the degree of satisfaction by using online helpdesk system and testing the system for further improvement especially for the front end.