Informative blog by Jean-Luc Brisebois on the subject of a helpdesk and how customer data can affect product sales.
Your helpdesk is a great source for customer data. Your customer success team has direct access to potential leads and customers before they buy your product, during the buying process and after the purchase.
You know what’s even better? Most of the time, it’s the customer who provides you with valuable information that you can then use to close a sale and you didn’t have to ask for anything to pull all that information!
When a new user contacts you for support, he or she will most-likely start with something like:
I am trying out <<'Your App Name'>> in order to <<'what they want to do'>>.
And then, he or she will talk to you about their problem.
This article explains what a user needs from an application, which features are most important to them and how this can benefit their business. The emphasis being on how utilising a helpdesk for customer service can assist in adding additional functionality to an application.
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