CRM is an approach to managing a company’s interaction with current and future customers. The CRM approach tries to analyze data about customers' history with a company, in order to better improve business relationships with customers, specifically focusing on retaining customers, in order to drive sales growth. CRM has a system that compiles information from a range of different channels, including a company’s website, telephone, email, live chat, marketing materials, social media, and more.
A helpdesk is a good customer relations tool that is used by an organization to interact with its clients, internal and external. Using auto-created tickets, customers are able to launch their communication. The communication is routed through to the right respondents using the ticket number. A ticket can be received and responded to by multiple staff.
Helpdesks ensure that customer issues are sorted in the best way possible. They improve the relationship between an organization and its customers.