ProProfs Editorial Team, Author at ProProfs Help Desk Blog

Articles by ProProfs Editorial Team

What Is an Enterprise Service Management System?

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 4 Aug, 2025

While looking for ways to improve your IT and non-IT business services, you must have stumbled upon short yet heavy terms such as ESM or ITSM. You must have thought to yourself, “What exactly is Enterprise Service Management (ESM)? And, can it really help my business in the long run?” It’s alright if you still...

IT Service Desk: Features, Benefits & Best Practices for 2026

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 18 Nov, 2025

“Technology should make life easier, not add to the chaos,” I remember our CTO saying that during a team meeting when our inbox was flooded with unresolved IT requests. That’s when we realized how crucial an IT Service Desk really is — not just to track tickets, but to bring order, speed, and clarity to...

Top Benefits of Customer Service Reports

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 1 Feb, 2026

Imagine you walk into a customer service team meeting and you hear the manager say- “How are we performing? How many issues are we resolving daily? I need the numbers. Give me Data, Data, Data!” And you think to yourself … But why? Why data? Aren’t customer service professionals just supposed to have people skills...

How a Collaborative Inbox Can Improve Your Customer Support Process

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Oct, 2025

In the pre-email era, people had to write letters, wait for them to get delivered, and then wait again for days to get a response. Soon came the Internet, and the rest is history! Earlier, what took days or weeks, can now be achieved in a matter of seconds. Awesome! However, email-arguably one of the...

What Is SaaS Churn Rate? Learn How to Calculate & Prevent Churn for Your SaaS Company

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 7 Jan, 2025

What Are the Leading Causes of SaaS Customer Churn? There is no better way to understand churn than looking at the leading causes of it. Here are the top 4 reasons why most SaaS customers churn. 1. Bad Onboarding Experience Customers start using the product before getting familiar with the various features Customers pay for...

Proactive VS Reactive Customer Service: Which One Should You Choose?

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Oct, 2025

Traditionally, the customer service industry revolved around the idea of waiting for a customer to encounter a problem and then offering the required solution. It’s the same as closing the barn door after the horse has bolted. Now, here is the modern approach to customer service called proactive customer service that says- why wait for...

10 Shared Mailbox Best Practices for Effortless Email Management

Reviewed by Lucas Clark, Customer Support Expert Written by ProProfs Editorial Team Updated: 25 Jan, 2026

From customer support to sales, I spoke to 12 managers and they all shared the same ordeal—email overload has become a productivity killer. Too many messages, unclear ownership, duplicate responses—it’s a mess.

Types of Help Desk Software: A Guide to Choosing the Right One

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Oct, 2025

Do you know what is common between a primitive tribal man living in the jungles of Africa and a modern entrepreneur sitting in his New York office? They both need the right tools to survive. From wooden spears to sophisticated business software, tools have rapidly evolved to reduce human efforts and improve efficiency. One such...

How to Implement Customer Service Policies for Your Growing Business

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 16 Jan, 2026

In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right...

Cognitive VS Emotional Empathy: How to Build a Business Culture Around Both

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 25 Jan, 2026

The contemporary business world is flooded with the dog-eat-dog corporate mentality. Entrepreneurs are always advised that to taste success, they need to be ruthless, competitive, and above all, pragmatic. Amidst all this unsentimental chaos, empathy often takes the back seat. Will the real CEO (Chief Empathy Officer) please stand up? The average entrepreneur will tell...