Help Desk Management Software: What Is It And How To Get A Cheap & Simple One?

Category: Help Desk Software

qnaChuck runs a store that sells men’s shoes and has started to give his small business a boost by making it more sociable and accessible online. Chuck has recently launched a blog for his store and simultaneously created accounts for social networking sites like Facebook and Instagram. Chuck has been hearing about help desk management software and is quite curious how such web based installations can benefit his enterprise.

“Hello there! Running a business in this age can be a real challenge and I realize that if you don’t go online, you won’t stay significant for long. That is why I tapped into social media and market my wares via Facebook and all other sites where people converge. But I keep hearing about help desk management software. The software vendors I talk to say that it can really amplify my business output and help me realize my aims. I was hoping you can share your expertise regarding this subject. Thanks!”

Hello Chuck! Glad that you are now considering installing help desk management software for your business. I am assuming that you read some articles and reviews in the internet regarding help desk solutions and their advantages.

But allow me to explain what is help desk management software and why you should get one.

What is Help Desk Management Software?

When you go to a building and you are confused with the direction, where do you go to? The help desk, right? Usually manned by a person knowledgeable with just about anything, anyone, and anywhere in that particular building. Ask a question and you get a straight answer.

The same principle is behind help desk management software, although it is in different form. It is digital, web based, and some programs are cloud hosted. But it is basically the same thing – a virtual help desk for your business where end users can come and ask questions about your product and services. It is a hub where people can access information to help them resolve issues and find solutions to their problems. It is where they get help.

Ultimately, the help desk management software is designed to be customer-focused, enabling you to address customer issues and concerns, improve products and services based on feedbacks and trends, and retain and attract clients.

Forms of Contact

There are three major forms of contact or channels customers can use to get in touch with the administrators. Most popular of them all is the live chat where customers can address their queries and issues to agents or customer service representatives standing by at the other end. In this particular channel, both parties discuss the concern and then try to find a solution together in real time.

Read more:  Enterprise CRM Software: How Does It Differ From Small Business CRM?

Email and phone support are other forms of contact most help desk management software solutions offer. Though the interaction is not as simultaneous as the chat support, email support has the element of time that allows administrators to search their database and knowledgebase and provide more detailed and accurate answers and better responses.

Phone support, on the other hand, has that touch of human contact which a lot of customers prefer. Speaking over the phone creates that opportunity for camaraderie which allows both customer and service provider to discuss issues, exchange information, and find solutions.

Self Help

Most help desk management software platforms offer self-help solutions where in end users have access to certain information that will help them resolve their issues and concerns without calling for support. Most help desk systems include portals and knowledge bases where customers can browse for answers. While this form of service may be of help to most people, knowledge bases often lack the information and expertise needed to resolve complicated issues.

For starters you can check the top 10 help desk software, then work your way down to shortlist what you think suits you best.


Help desk management software systems are indeed an essential to modern businesses, whether small enterprises or expanding corporations. They help business operators deal with consumers with issues in a faster and more efficient manner, thus enabling them to see and resolve issues with their products and services, come up with better offerings, and know their clients’ specifications, wants, and needs.

Finding the best help desk system for your business can be a tricky endeavor. But I suggest that you gather materials and information from reputable sites, read reliable articles and comparison write ups, and even reach out to friends and colleagues who use help desk systems for their business and get their firsthand insight on the subject.

P.S. For further reading I recommend the following: how to choose a help desk tracking software; and what’s a remote help desk software.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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