Helpdesk rambles
I cover helpdesk because I actually like it and it keeps me “in the know” with what users are saying and how they are using the service. Granted, when things are running well, helpdesk traffic is very light (we have good docs) and so it is easy, but even if it becomes more difficult with increased size I will remain in direct contact with it.
A business benefit to me covering the helpdesk is that nobody gets an auto-reply or clueless support drone. I know I hate those when I contact support somewhere, I don’t want this service to ever suffer from that. Support needs to know the service inside and out (and right now nobody knows it better than I do) and a person, not a script, needs to reply.
Another business benefit is one that transfers from the brick and mortar world, people like personal attention from the owner. There is little difference in the reasons behind why people choose a niche service and why they visit a mom and pop brick and mortar store.
If you want auto-replies and to talk to people named Bob with thick Indian accents, you go to the places so big that you are just a number . If you want a person and even better, one with a vested interest in the business beyond just getting a paycheck, you go with a niche service.
