At the core of a useful customer care system is help desk software that could be counted on day in and day out. What you wouldn't like is your IT department having to be spending a significant amount of time hand-holding clients as they try to use your help desk system.
Indeed it is ideal if they spend virtually no time detailing the system to clients, testing it when clients wonder if it is working properly, or reconfiguring or reinstalling it when something fails with the system.
This is specially the case with small business help desk software. This is actually the kind of relatively simple package designed especially for small businesses with no dedicated IT department. These users require an easily installed, easily set up and easily maintained system. Anything else would be very tough to keep up and would soon fall out of favor with the people trying to use it.
Several functions set a suitable help desk solution from one that is completely unacceptable. First, as we have already said it should be easy to set up. Secondly it ought to be easy to configure. Third it should be effortless to maintain. These are the most significant criteria from the IT management point of view.
Equally important if not more so, the users of your help desk system must get the features they need most.
First of all, it should be easy to use. Ease of use is one of the most important features of any small business software.
Secondly it ought to provide your customers what they want - a relatively easy way to get answers to their queries. If it consistently does not give them the answers they are looking for they will simply stop using it.
Thirdly it should make it possible for your support staff to give answers rapidly. Assuming they know the answers, you certainly don't want your software standing in the way of efficiently responding to customer queries.
Fourth, it is very important that it keep track of inquiries correctly. This is useful to provide a history of queries from different people.
Fifth, it should be tightly integrated with a knowledge base system that anticipates common questions and answers so support staff don't have to reply to the same questions over and over again.
And sixth, your service desk software ought to give you a history of specific queries which clients can access without involvement from support staff.
If you can find help desk software that provides all this information and meets these criteria then it will be very useful for the day to day operation of your business.