A customer since 2007, K-12 Converse County School District has relied on HelpSpot for many years to be the core of all its IT help desk needs.

With 25 agents supporting 450 customers within the District, HelpSpot has proven to be the workhorse their IT help desk team needs to quickly and efficiently manage inbound customer inquiries. Inquiries are no longer lost in any one of the three mailboxes to which customers send them. HelpSpot aggregates these mailboxes into one easy-to-use interface for any of their agents to be notified of inquiries and address, while simultaneously logging each and every note and change to provide a clear log of how an issue was handled. This was a feature their previous email-based methodology could not provide.

HelpSpot’s robust reporting provides validation of processes and shows the IT help desk where improvements and efficiencies can be found. For example, Converse is keen on tracking speed to resolution for their inquiries. Tracking and analyzing this data allows them to hone-in on the types of inquiries that result in longer resolution times and what can be done proactively. The ability to understand your inquiries and take proactive measures is key to building a successful IT help desk, and Converse County School District has taken advantage of this opportunity.

As a long-time customer, Converse County School District has seen HelpSpot grow to become the feature-rich and highly-flexible tool it is today, thanks in great part to being able to learn from customer needs such as theirs.

When asked which feature they liked best, Theresa Jackson, database technician, emphatically stated “everything.” Now that’s a ringing endorsement!