Delivering special customer experiences is the key to success today.
Your help desk / customer service is an important part of this experience. After all, customers expect immediate help via any channel: chat, e-mail, Facebook, Twitter, telephone ...
Just an info @ email address and a general phone number that customers forward internally will not get you there. You need tools to help your team / employees handle incoming tickets efficiently.
Also, make sure you have an online community platform where users can find information, post ideas, and share knowledge.
Popular SaaS tools are: