Go for customer support automation

Customers get easily frustrated when they must wait for answers about a product or service problem, mistake, or mishap. This is especially true for an online consumer, who wants an answer as immediately as he can access your website.

I recommend: Run to helpdesk and Helpdesk.Com for extensive software directories, by vendor, for help desk needs and the right solutions. They have it all!

Customization is key

Your online help desk solution should be customized to your business - from appearance to language options. Don't forget the now-standard FAQ link for your site for immediate answers to the most common queries.

I recommend: Check out CRM Desk: Features for their summary descriptions and optional services. Go to the BridgeTrak Suite online or Windows help desk software; don't miss BridgeAccess, BridgeReceive, and BridgeAutoEscalate.

Help your employees help your customers

Does your help desk help your employees serve your customers to the best of their abilities? If not, look at new solution to add to your existing help desk services – or consider switching providers.

I recommend: Salesforce Service and Support provides an on-demand service application with comprehensive, easy-to-use solutions so your employees can resolve issues quickly. HelpSpot helps your support employees manage requests from many sources.

Reap financial benefits

A help desk means saving and earning money, if you're using the help desk to its full potential 24/7. Today's "I want it now" online consumer is not going to wait. They want answers immediately, not just Monday through Friday from 9 to 5.

I recommend: Netsuite's NetCommerce offers 'round the clock self-service for your customers to check their order histories, payments, and shipping status, or post trouble tickets online 24/7.

For medium-sized businesses

Some providers offer higher-end solutions for the largest small biz – or the medium-sized biz, so check these out.

I recommend: Go to Unipress Software for a wide array of software and service choices, add-ons, and many other terrific customer self-help tools.