WinWeb is well-known for constantly adding extra value and innovation to our range of products and services for small businesses. One of the most common feature requests that we have received is for the addition of a Helpdesk so that a business can deal with customer enquiries. Our new Projects & Tickets module can do that, plus a whole lot more besides.
Firstly, let us explain exactly what a helpdesk is and what it can do for your small business. Virtual helpdesks are the modern equivalent of the Customer Service counter in physical stores. They exist to allow your business to provide timely assistance to all your customers without investment in infrastructure.
Routing all of your support requests through a virtual helpdesk will improve your productivity. You won’t be forced to stop whatever you are doing whenever a customer calls for help or information. Instead, you can either reply to them directly through the helpdesk or by telephoning them at your own convenience.
Many businesses that experience a high number of support requests use automated telephone services to handle the workload. Although this is an efficient way for them to route the customer service process, it often leaves people with high priority issues waiting in line for a long time before they speak to someone. A virtual helpdesk allows you to evaluate problem ‘tickets’ as soon as they come in and then assign them and respond according to their priority.
A good virtual helpdesk solution will not only reduce the levels of frustration that your customers face when they experience problems, but will also provide a permanent record of the customer care that you have provided in the past. Looking back on this will allow you to identify areas of your customer service that you might want to improve plus it makes it easier to follow-up with customers and check that everything is O.K.
Any small business with their own website could improve their customer service exponentially with a virtual helpdesk. Our new Project & Tickets module is the perfect add-on for both our existing customers and also a stand-alone solution for people who have never used WinWeb before.
Tags: Business Helpdesk Software, Project & Tickets, WinWeb
