Online Helpdesk Support System for Handling Complaints and Service

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. 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.