Recently, the differences between help desk and service desk come to a very critical part in ITIL (Information Technology Infrastructure Library). With the service conscious is becoming a very essential in contemporary's global marketing, the definitions of both help desk and service desk have a clearly distinguish.
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products, this is the definition for Help Desk from Wikipedia. While for a company, a help desk software should be a place where customers can call to get help with problems.
With the increase of the highly service-conscious society, new product and services flooding the market every day, your customer service reputation is the key to standing out in the crowd. As an online business, the most important thing you can do to increase you client and long term customer base is to offer outstanding customer support.
Customer service is always a tricky issue in business. If you have designed your web site perfectly and offering premium quality products and services, your customers will start rushing in to your web site, They may be ask some questions about your products and services by the only way they can e-mail.
Of course, it is easy to manage less than 10 mails but managing about hundreds of or thousand of mails a day is going to be impossible. Especially if you are the owner of several web sites.
A Help Desk is necessary for a company because it has such advantages. For customers, it is the most efficient means to call for help from a related department; for staff, a Help Desk shall structure a specific workflow to avoid wasteful duplication of effort; for manager, administrator is able to generate meaningful reports that can highlight performance bottlenecks, recurring client issues, and outstanding service; for a company, a help desk may deliver the most excellent customer service.