Why have a helpdesk?

Customer support, no matter what your company provides (sales, services, etc.), is critical to customer satisfaction. A high customer satisfaction creates repeat business — one of the crucial factors of a successful enterprise.

Having a helpdesk is one of the main keys to high customer satisfaction through customer support. Your customers need to contact you for a variety of reasons. Maybe they have lost the password to their accounts, may be they need technical assistance? May be they purchased the wrong item and need a return?

Sure, you can have your customers contact you directly via email. That works. They lost their password, you get an email from a website user who lost their password and log into the site, reset their password, and send them the information they need.

What happens if you have a lot of customers?

In this case, you have a lot of questions which need to be addressed:

• How would you remember who sent what and who needs what?
• Does this customer need a password reset, or did he lost his user manual?
• How many times has this particular issue come up for this particular product?
• When did this customer request assistance for this particular issue?
• How long has this problem been an issue for them?

In all these cases, a simple email client is NOT the answer. All you require is a helpdesk software.