Who can use a help desk
Every company that does business with customers will benefit from a helpdesk. That being said, the needs a help desk fulfills depend on what size company you are, and what kind of business you do. Below we’ve broken it down three different factors to consider when using helpdesk systems.
Help Desks for Small Businesses or the Enterprise
Small Businesses
Running a small business means you can’t afford to make a single misstep with customers—you only have so many, after all. Given that, you have to go above and beyond to earn their trust and respect. That means everything from answering their questions, taking special requests, and even sometimes hopping on calls outside of regular hours. The level of commitment that you can offer to customers at this level will differentiate you from your competition. A good helpdesk designed for SMBs will help you sustain that level of commitment to all of your customers through helpful functionality that will scale with you as you grow.
Enterprise
A good helpdesk for enterprise enables faster collaboration between your teams, especially the ones outside of support, to help you deliver enterprise-class customer service. The faster your teams, like engineering or product, can hop into your helpdesk and investigate what might be going on with large-scale, or high-price problems, the better you can serve your high-value, enterprise customers.
The best thing, whether you are an SMB or an Enterprise, is that an excellent helpdesk will scale with you as you grow. There is nothing worse than having to throw something away after you have spent hours and hours on it.
Helpdesk suitable for different consumer segments
B2B
B2B stands for Business-to-Business Likely, in a customer service management software, B2B businesses will be looking for something that offers multichannel support, including channels like phone or chat. It would be especially good for their customer service management team if they could include phone recording, to review back on calls for quality control. B2B businesses will also find value in more robust and customizable reporting and automation with features such as escalations.
B2C
B2C stands for Business-to-Customer, and have slightly different needs from their B2B brethren. Often, because B2C products are usually a lower-price point than their B2B brethren, they have much higher volume with lesser-paying users. Because of that, the focus on support in B2C can lean towards things like community forums or a heavier focus on ticket deflection.
While there are certainly some businesses that are customers of B2C software, and there are some enterprise functionalities for B2C products, traditionally things like agent reporting saved replies, and agent coworking features will be more important for managers of B2C customer support teams. Because the volume can be higher in a B2C inbox, customer service management will benefit from having tools that stop duplicate tickets from being sent or let agents know that they are both working on the same conversation.
Using a helpdesk within a customer service team
Helpdesks are useful on both sides of a team: for both customer service representatives and for their managers. Obviously, though, the concerns and values are different for each role. In order to dig into that a little bit more deeply, we’re going to take some time explaining the differences between each role, and then which aspects of a helpdesk system they would be most likely to use on a daily basis for their role.
Customer Service representative
A customer service representative is responsible for answering any incoming tickets or inquiries in whichever channels are available for your current customers. They might also be responsible for updating your helpdesk tool’s documentation (both internal and external). It is possible that they may check their performance metrics without encouragement, but if not, you, as their manager, should encourage them to do so. The functionality within the help desk that they will use the most is likely going to be the automation, ease of use, productivity boost and the actual ability to support customers in the interface. When looking for a new helpdesk, be sure to consult them on both of those two features.
Customer service manager
A customer service manager isn’t likely to spend a great deal of time in the inbox beyond looking at analytics. Occasionally they may get into the inbox to get their hands dirty and see how things are, or to handle an escalation, but they should, for the most part, be out of frontline support. Given that, what they likely care about when it comes to selecting a help desk, is how robust the reporting and analytics are as well as how customizable. These options are incredibly important to pay attention to when hunting for new helpdesks for support teams to use.
It’s also possible that you may have some role in between the customer service manager and customer service representative. This may be a specialist, or a team lead, or even someone with a slight engineering background. They will likely care about a balance of the two things between manager and representative: they’ll want to see how the whole team is doing and where they could get better, but they’ll also still need access to the tools like editing documentation, writing tickets, integrations and adding new tags.