D. Jewel, Assistant Manager, MA in English, California
Answered Dec 22, 2019
Honestly, there is no “best” or “right” time to start using a help desk. Although there are a lot of things to consider, such as:
The number of active customers
The total number of disengaged customers
Customer service quality
...but, the one thing that needs to be understood is that deploying a help desk software from the start of any business is the best way to streamline the entire customer service process.
Providing delightful customer service from the start and monitoring customer satisfaction along with agent performance from day 1 will make you more aware of the gaps between the customer and company interactions.
But, if your company needs to lay strong groundwork for customer service, then it is high time you choose help desk software. Such a tool helps businesses to keep everyone on the same page and ensure delightful customer service. A help desk software helps you to:
Collaborate on multiple tickets
Monitor all customer emails on a shared inbox
Track customer satisfaction and agent performance easily
Enable customers to answer questions themselves
Enable customers to reach out to companies at any time, from anywhere.
So, it is essential to deploy help desk software.
If you don’t have a tool in place and aren’t sure if mid-way it is a good decision to deploy such a tool, then don’t worry. Anytime is a great time to choose the right help desk software for your company. All you have to do is search the web and find one tool that offers all the benefits you need.