Small Business Guide: Help Desk or CRM?

Customer support is one of the most important business aspects today. No matter what kind of business you are running or what services or products you are offering to your customers, it is essential to provide amazing customer support.

By making sure that this business function is top level, you will be able to improve customer loyalty, attract new customers and increase your reputation, amongst other things. Given the fact that customer support is so important, you need to get the right tool that will help you improve it.

Today we will talk about whether you should use help desk or CRM for customer support.

Simplicity is importantSimplicity is important

The first thing that pops to mind when comparing these two is their features. On one hand a help desk is a dedicated tool focused on customer support, on the other hand, we have a CRM that can do many different things and has various features.

A CRM is designed to be used for many different things simultaneously including sales, marketing, analysis, and so on. A help desk has a primary focus on customer support and nothing else. Given the fact that you have a small business, you still don’t have the need for many different and complex features.


Given the fact that a CRM is a highly sophisticated and more advanced software solution than help desk, it is naturally more expensive. Even though there are smaller packages to choose from, a CRM still has lots of functionalities and features that you will never use.

Still, you will have to pay for them. This is why a help desk is better for the customer support needs of a small business organization.

Which one is easier to use?

When implementing a tool into your business, one of the most important things to consider is how long it will take employees to learn to use it effectively.

If you find a good solution, it will have a nice learning curve but still, given the act that CRM platforms are larger and have more features, it will take much longer for employees to comprehend them.

Start with a help desk, and after your business has grown you can get a help desk CRM that is a combination of these things and which you can find here.



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