Guide to Using a Web-based Customer Help Desk

How to best utilize Internet-based customer help desks for your Web site

By LaRita Heet, Freelance Writer, Journalist, IBT Designer, LMH Communications

1. Track help desk tickets for quick response.
2. Offer FAQs (frequently asked questions).
3. Provide your customers with interactive self-service options.

Action Steps
The best contacts and resources to help you get it done

Go for customer support automation

Customers get easily frustrated when they must wait for answers about a product or service problem, mistake, or mishap. This is especially true for an online consumer, who wants an answer as immediately as he can access your website.

I recommend: Run to helpdesk and Helpdesk.Com for extensive software directories, by vendor, for help desk needs and the right solutions. They have it all!

Customization is key

Your online help desk solution should be customized to your business - from appearance to language options. Don't forget the now-standard FAQ link for your site for immediate answers to the most common queries.

I recommend: Check out CRM Desk: Features for their summary descriptions and optional services. Go to the BridgeTrak Suite online or Windows help desk software; don't miss BridgeAccess, BridgeReceive, and BridgeAutoEscalate.

Help your employees help your customers

Does your help desk help your employees serve your customers to the best of their abilities? If not, look at new solution to add to your existing help desk services – or consider switching providers.

I recommend: Salesforce Service and Support provides an on-demand service application with comprehensive, easy-to-use solutions so your employees can resolve issues quickly. HelpSpot helps your support employees manage requests from many sources.

Reap financial benefits

A help desk means saving and earning money, if you're using the help desk to its full potential 24/7. Today's 'I want it now' online consumer is not going to wait. They want answers immediately, not just Monday through Friday from 9 to 5.

I recommend: Netsuite's NetCommerce offers 'round the clock self-service for your customers to check their order histories, payments, and shipping status, or post trouble tickets online 24/7.

For medium-sized businesses

Some providers offer higher-end solutions for the largest small biz – or the medium-sized biz, so check these out.

I recommend: Go to Unipress Software for a wide array of software and service choices, add-ons, and many other terrific customer self-help tools.

Helpful advice for making the most of this Guide

• •  Find the Right Fit: Many help desk solutions are designed to grow with your company, which is great for a small biz.
• •  Think flexibility: The best help desk software allows you to select from different licensing levels, fee schedules, and appearance – all based on your company's needs.
• •  Try it for free: Most help desk providers allow you a free trial before you commit to their program – take advantage of this so you know ahead of time what you're getting.
• •  Support: Make sure the provider you use has a reputable support system in place in the event of a problem with their service.
• •  All in one: Most customer help desk providers also offer call center handling, so check that out.