Friday 13 April 2012

Could Help Desk Software Improve The Efficiency Of Your Business?

Help Desk Software
Improving the efficiency of a small business is almost always a concern. The margin of error can be so small that any advantage that can be gained is important. Software called help desk could be the key for a small business to improve several aspects of its operations, although many business owners are unaware of what it could do for them.

Below is an outline of how this relatively new technology can help small businesses improve their performance.

Better Customer Relations

While the product or service that is being sold initially attracts the interest of a customer, the service they receive will often be the deciding factor in whether they come back or not. Help desk software allows a company to provide the best customer service it can:

  • Communication - When customers call a business with a problem or question, they are frequently placed on hold while the answer is sought. With help desk, they can e-mail those concerns, which are then delivered to the proper department. When the answer is found, the patron is contacted by a reply e-mail letting them know the situation.

  • Centralized information - If a customer decides to call with a concern, the service representative can easily access a data base containing information relevant to the issue. This information can be searched by keyword and speeds the ability of employees to help customers, without the need to pass their call from one department to another.

Increased Efficiency

Help desk software can improve employee efficiency by collecting client information and organizing customer requests:

  • Problem solving - Customer service agents are able to work on more than one problem at a time and have instant access to data. Many times a problem will occur more than once, and workers will be able to find what the solution was and utilize it in the current situation.

  • Prioritizing - The software can also prioritize the order in which tasks should be performed, allowing employees to more quickly react to issues.

  • Due dates - Help desk aids employees by keeping track of when orders or projects are due and can send notifications informing when a deadline is nearing.

  • Auto tracking - Trouble tickets can be automatically sent to the correct department, eliminating the possibility of an issue being sent to the wrong employee and shuffled around the company until it finds its way to the right one.

  • Adaptable - Help desk software can be geared to each company's specific needs. Many products are now cloud-based, meaning the system can be accessed from anywhere there is an Internet connection. Employees can work while travelling or even from home.

Better Marketing

By improving efficiency and customer service, help desk allows a small business to market itself better:

  • Trust - As customers learn the company is able to quickly and efficiently handle issues, they will trust it more and may pass the word along to friends.

  • Data - Help desk can help gather information about customers that can be used to attract new buyers.

Business owners know a more efficient company can result in lower expenses and improved profits, but not every owner realizes how to go about making the necessary changes. Help desk software makes the process easier and can improve the productivity of a company in ways the owner never even imagined.

About The Author: Sarah Peterson writes for a website that compares different types of help desk systems and helps small businesses find the right product for their particular requirements.

Do you like this article by Sarah Peterson? Please let Sarah and myself know by leaving us your valued comments.

Articles coming next week: 5 Great YouTube Marketing Tips and Tricks to Engage your Audience on Monday, Top 3 Blogging Tips for Increasing Internet Presence on Wednesday and Why Choose Email as a Marketing Tool? on Friday.

If you found this or any of my other posts helpful, don't forget to +1 or share the posts to your favourite networks using the toolbar below or by using the "+1" and "Share" buttons located at the bottom of each post.

As ever, if you want to stay up to date with the latest blog posts, don't forget to follow via Google Friend Connect (button on sidebar), on NetworkedBlogs, via Email (maximum of one email per day), on Facebook and Google+ or by subscribing to our blog feed at:

You can also follow me on Twitter @djones1509, Google+ and on Facebook at:

Until my next post on Monday, have a wonderful weekend!


  1. The focus should always be to fill some kind of need the customers have.

  2. Interesting information. Help desk software helps companies to manage easily customer requests, incidences, services and other daily tasks. Regards.


Please note: To combat comment spam, non-constructive comments and comments containing links will be rejected. All submitted comments are subject to moderation before they are published on the blog.

I have received reports that some people have been experiencing problems when commenting on the blog. If you experience any problems when posting your comment, please send me an email with your comment plus the post title using the Contact tab above and I will manually include it for you. You can also send your comment via private message on Facebook.

Your blog comments are always appreciated and thank you for your patience while we try to resolve this issue.