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Small business help desk software

Big or small, good tech is for all. Learn how help desk software can change the way you engage with customers and enable you to build long-lasting customer relationships.

Why do small businesses need help desk software?
A good customer experience is what turns a first-time customer into a lifetime customer. Building a loyal customer base is how businesses thrive, and that means you have to be available for angry customers and happy ones alike.

Customer complaints can fall into your inbox, come in via a web form or phone call, or go straight to the world on social media. So businesses need a system to track these requests, respond to every single one of them, and measure the efforts, while keeping customer data safe. Cloud-based help desk software is the best way for small businesses to offer competitive customer support, as it's cost-efficient, doesn't require onsite infrastructure, and is scalable with future growth.
How to tell if help desk software is what your small business needs
When you are a growing business, it's vital to set up the right foundation for all of the aspects of your company. If you find yourself in one of the following scenarios, it's time to consider a help desk software solution.
When Outlook or Gmail does not solve your problems
A shared inbox is not ideal for delegating work and often leads to missing requests. A better solution can do more than an email inbox, but is just as simple to use. A help desk lets you view all your customer emails in one interface, organized into queues based on time due, priority, and status. You can extend the support ticket system from email to other channels as your business grows.
When your support agents struggle with productivity
Are your agents stressed out over tickets that could be resolved without their help? With help desk software, you can pull in your agents only where they are required. Set up your multi-brand Help Center and create a knowledge base with FAQs, help articles, and other resources to help customers solve their problems by themselves.
When repetitive tasks take up most of the support time
Dedicating more time to understanding your customers is difficult when you have a pile of routine tasks pending every day. Instead of relying on multi-tasking, give your support team the benefit of effective automation. With the best small business help desk software, you can set automatic assignment rules, SLAs, and workflows to ensure that routine tasks never stop you from providing dedicated customer service.
When it's hard to measure agent performance or customer feedback
'Measure. Improve. Repeat.' But how can you do that when you don't have readily available stats? Collect and analyze data on how much your customer service has improved and how satisfied your customers are. Insights like the channel with the highest ticket traffic and the typical resolution time for tickets under each channel will help you find bottlenecks and resolve them quickly.
When you miss out on ticket updates
Don't keep your customers waiting when you're not at your desk. With a help desk that includes mobile apps, you can tag, assign, and move tickets instantly, and communicate with customers, colleagues, and teams. You can also receive real-time notifications about any updates to your tickets, so you stay on top of things at all times.
You don't have to adapt to Getyn Helpdesk. It adapts to you.
Setting up software you aren't familiar with can seem daunting, but in this case, you don't have to worry. You can customize and change your ticketing system to suit your business requirements every step of the way. Use native integrations, custom functions, and APIs to extend your already powerful customer service software.
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