You need a customer support software if you have too many customers, the logic is that simple. You cannot handle all the mentions and direct messages from customers on your own without a help desk software. In this process, somewhere you’ll only leave your customer high & dry and trust me, you don’t want to take that kind of damage.
No matter the size of your business, there will always be some very difficult questions to answer and discontented customers to please. That is where Customer Support Help Desks make an entry.