It doesn't matter whether you're an enterprise with thousands of customers or a small business organization with just a few employees. It doesn't matter whether your help desk is internal, external, or both. It doesn't matter whether you use a paid or a free help desk tool. But, what matters is you must deliver unparalleled customer service. The processes you follow to deliver your service might vary, but it all comes down to capacity and motivation to deliver great service. Offering front-line support involves understanding more than just the technical aspects of any issue; you need a firm grasp of your customer's context.
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