Why do small businesses need a helpdesk?
When you’re running a small business, every decision you make goes a long way in shaping your customers’ experience, and in turn, their loyalty towards your brand. You have to do absolutely everything you can to earn their trust - answer questions, take special requests, and sometimes just be there for them round the clock to show them that you care.
When you’re operating on a shoestring budget and a lean team, you might think answering customer questions out of a shared box is the most viable option to provide customer support. However, the limitations of using a shared inbox are only discoverable when your business starts to grow.
Here are the three major challenges you’re likely to face if you continue using a shared inbox to provide support: