If your organization provides support for clients such as web design, graphic design, PC support, pool servicing, yard service, etc. A great way to provide 24/7 support is by an online trouble ticket system. Things to look for in a ticket system are:
- User login to see ticket history
- Customizable fields to collect customer information
- Easily changable email text and subject lines
- Administrator reports and dashboard
- Knowledgebase so users can search previous tickets and resolution
- Automatic routing of tickets based on customer or support area
- Depending on your setup, integration with field personnel or telephone support
- There's so much that can be said about this that it can be an entire separate website.
Some products are opensource, like RequestTracker, others are paid, like FreshDesk.com. There a large number of offerings out there. Take a look at a representative list.
Homework
Would your customers or clients benefit from a more structured way than sending you an email?
Can you answer questions like: how many open support requests do you currently have? What's the average time it takes to close out a request?
If you could use a more formal helpdesk system, start making a list of requirements: what you'd like it to do, how you'd like it to work.