How Helpdesk Software Can Transform a Small Business

Small business owners who feel their company is stagnating because of the slow economy may be looking for ways to increase their customer base and keep their current customers coming back. A good way to improve customer service is through utilizing effective helpdesk software. Helpdesk software is an investment that gives continual returns through increased customer satisfaction but also can provide the following benefits for a small business owner:

Greater Efficiency

The most valuable commodity of any small business is time, and time management is an important key to financial success. Helpdesk software can help support staff make the most of their interactions with customers and speed problem resolution in the following ways:

• By automating the entire process surrounding a customer’s problem
• By automatically tracking issues that may need to be revisited again
• By improving the flow of information for support agents and clients
• By providing a database of facts that customers and agents can access quickly
• By providing IT solutions within the organization so that employee downtime is reduced
• By identifying recurring problems so that a solution can be adapted

More Dependability

Customers and employees desire a quick fix to their problems, and helpdesk software is the easiest way to provide them with immediate support. Helpdesk software provides problem resolution with the following benefits:

• Solutions within a short time period, almost always within 24 hours
• Fewer dropped calls or unresolved issues
• Greater quality assurance
• Reduction in errors that result in an onsite visit or a second problem-solving visit
• Rule based call management for fair treatment of all customers
• Proven resolution tools with logical progression to reach problem resolution

Whether a company chooses to use live chat with support agents, email, co-browsing, or other helpdesk software, it can be confident that these methods will result in the need for fewer employees and eliminate communication problems. Helpdesk software can prevent a backlog of troubleshooting issues which invariably results in greater customer approval ratings.

Helpdesk agents also win when a small business employs effective helpdesk software. They are given the necessary tools for managing each client’s problem and can respond in a structured procedure. They have the history of the problem at their fingertips for instant access and can use automated tools to solve the issue without delay. Most helpdesk software also provides statistical reports that can be used by management to improve a system that has weaknesses.

If problem solving has become a big time vampire in your small business, stealing valuable employee hours, it may be time to consider the purchase of helpdesk software. It can take your business to a whole new level of customer service that just might result in a growing number of new clients.

Guest author Sarah Peterson writes for a website that compares open source helpdesk software and offers advice to business owners on which product is most suitable for their needs.