Internet Marketing Customer Support

Help Desk Software Systems

Internet marketing customer support almost automatically means help desk software solutions.

In earlier years, it was possible to set up a customer support process based on the intelligent use of autoresponder email accounts alone. Not any longer. With email deliverability being quite unreliable, customer communication is better handled by a web based help desk software system.

To meet this demand, many help desk programs have been created, each with specific features and benefits.

Free Help Desk Software

Some help desk solutions are free. They come bundled with web hosting accounts or even as open-source software.

Most have limitations that become significant when your business scales beyond a point.

Here's one problem I've faced while using help desk software that's free. I set up the system to generate an email to me whenever a new support ticket is opened by any customer.

From time to time, there is a hiccup which blocks email delivery. When I notice the silence and log in to the help desk, there are many tickets queued up, with some angry repeat tickets from ignored clients.

Once you lose a $97 sale due to a system glitch, the 'free' help desk software no longer looks that appealing or attractive any more!

Paid Help Desk Software

More robust and reliable help desk software is also available, but you need to pay for it. Price alone is no indicator of quality or reliability, though the better systems do tend to cost more.

Near the top of the range are expensive and comprehensive help desk software programs like Kayako that include features that are very elaborate - and therefore not relevant to most new and intermediate Internet marketers.

Middle range help desk software programs are what most Internet marketers and business owners can afford - and tend to use in their own work.

And there are many different help desk software solutions in this category too. Like I said before, you are spoiled for choice!

Great Help Desk Software

In another article, we'll talk about the features you need to look for in any help desk solution you are thinking of implementing.

After trying out many different programs, the one I've found the best help desk software that won't break the bank, scale to fit most Internet marketer businesses, and is intuitive as well as simple to use is Willie Crawford's "3 Pillar Help Desk".

What features does an ideal help desk software need? What features to look for in helpdesk software?