Is the customer always right? Maybe not, but a business won't get far without them. The social era grants even more power to top-notch service--and tends to magnify the problems that come from shoddy customer care. The good news: A sharp customer service department isn't the exclusive domain of large companies with large call centers and other resources at their disposal. Zendesk'sonline help desk platform gives SMBs a centralized system for managing customer interactions and issues across the growing range of channels. (Check out David Carr's Zendesk profile over at The Brainyard.) The company recently added Zendesk Voice to the mix, empowering smaller firms that have previously eschewed phone support for budget and infrastructure reasons.