A Business Owner’s Guide to Helpdesk Support

A Business Owner’s Guide to Helpdesk Support

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As a small business owner in the e-commerce industry, being available to your customers is the first step. Providing exceptional customer service is step 2 in building a loyal customer base for your brand.

These days, customers expect quick, reliable, and efficient support. This is where implementing a helpdesk support system can make all the difference.

In this article, we’ll look at how helpdesk support can change the game for your customer service. We’ll also show how it can help you stand out from the crowd & beat the competition.

Laying the foundation

Selling your items online isn’t just about the products; it’s about the stories, emotions, and passion behind each product. Aligning your customer service with this vision is essential & should be made consistent throughout your business.

By the time you’ve launched your store and everything else that entails, customer service might have slipped your mind. But it should not be forgotten and should be your next step.

There are so many factors that go into being available to your customers, never mind the actual support just yet. Below are just some of these considerations:

  • How can they contact you?
  • What days & times are you available?
  • Do you have a refund policy?
  • Do I do it myself or hire someone?

After answering the above, it’s time to consider how using helpdesk support can streamline your customer service.

Understanding Helpdesk Support

What is a helpdesk?

A helpdesk is a hub for your customer service channels that allows easy communication & issue resolution with your customers.

It acts as a single point of contact, enabling your customers to reach out with queries, concerns, or even feedback.

You can combine various channels like email, live chat, phone, and even social media. Using a helpdesk allows you to provide swift responses and personalized assistance, ensuring your customers feel valued and heard.

By streamlining your channels into one hub, helpdesks enhance response times, improve customer satisfaction, and enable you to gain valuable insights from data reports, ultimately leading to a more seamless and practical customer service experience.

Choosing the Right Helpdesk

When choosing a helpdesk support software for your business, several key factors must be considered to ensure a seamless experience for your customers.

a cartoon image of a woman surrounded by helpdesk icons

Some of the top options on the market for small business owners include:


Evaluate each platform based on features such as ticketing systems, live chat, phone support, and integration capabilities of any of your existing e-commerce tools. Also consider scalability, pricing, and the level of service offered to tailor the software around your specific needs.

Additionally, assess customer reviews to gauge the software’s reliability and responsiveness. Ultimately, selecting the right helpdesk software is a big step, and taking the time to research the right fit for you is essential.

What other options do I have?

This a common question to ask yourself when researching the abundance of helpdesks that are on the market. One option is to outsource your customer service to a provider that already utilizes helpdesk software.

By partnering with an experienced customer service provider, you can leverage the benefits of a robust helpdesk system without the upfront costs and complexities of purchasing and managing the software yourself.

An outsourcing provider can efficiently handle all of your customer queries, complaints, and issues using their established helpdesk infrastructure, allowing you to focus on your core operations and growth.

a team of office workers all cheering with their hands in the air

This approach also ensures a professional look for your business & customer service while saving time, effort, and the financial commitment associated with using an in-house helpdesk solution.

To find out more about outsourcing services, head over to our services page.

The Decision

Implementing a helpdesk support system can be a transformative step for small businesses operating in the e-commerce industry. The advantages are apparent, in that it empowers owners to prioritize customer satisfaction, build lasting relationships, and drive business success.

A helpdesk streamlines customer interactions, ensures prompt responses, and promotes making data-driven & informed decisions.

However, for those with limited time, resources, or expertise, outsourcing customer service to a provider already equipped with a helpdesk presents a practical alternative.

This approach offers the benefits of a robust support system without the overhead of setting up and maintaining one internally. It allows business owners to focus on core tasks, leaving customer service to seasoned professionals.

Ultimately, the decision to adopt an in-house helpdesk or opt for outsourcing should be made thoughtfully, considering the unique needs, goals, and budget of your business.

Whichever path is chosen, the ultimate aim remains consistent – to create a delightful customer experience and keep your customers coming back.