In the business world, you need to make relevant investments to make profits and taste success. Similarly, to offer delightful customer service, you must invest in the latest technology such as AI-powered help desk software.  But there is a challenge.  How do you increase ROI with help desk software? While help desk tools are quite...

Thanks to technology, customer service is now a measurable process. From monitoring your daily ticket volumes to tracking the time spent responding to customer issues – your business has access to all the data you might need.  But with so many data points at your fingertips, how do you make sense of it all?  By...

From freelancers to billion-dollar business owners – almost everyone is talking about the best SaaS tools in the market.  There is no doubt that the demand for SaaS products is at an all-time high. In fact, the software as a service (SaaS) market is estimated to be worth 171.9 billion U.S. dollars in 2022. But...

I have always believed that incidents are like little leakages in a bucket. Sooner or later, they will empty your business.  Hardrive crashes, security threats, software bugs, website downtimes, etc., are all critical incidents that can cripple your business’s productivity. While there is no way to undo incidents, you can always reduce their impact with...

In the last couple of years, the demand for client portal software has skyrocketed. But do you really need one?  Let’s call a spade a spade – client demands are endless. They will always have an infinite number of questions, inquiries, and requests. The result? They become overdependent on your support team.  With the best...

When you are setting up a new system in place, it is alright not to know which factors to consider. It is natural for multiple questions to pop inside your head – “Which channels should we choose? How do we automate tasks? What metrics should we target for better results?” Making the most of your...

The introduction of artificial intelligence, smartphones, and other digital devices has revolutionized how people interact using information and technology. Amidst such rapid changes, how do you improve your IT services while ensuring a better customer experience? Well, ITIL best practices can help you set the right foundation!  The ITIL best practice framework can help you...

Here’s a question for you: how are you staying relevant in the 21st century? You might say “social media” or “TikTok.” But while these are excellent platforms to use, they aren’t your only option.  Enter omnichannel retailing. Leveraging omnichannel retail allows you to develop a unique understanding of your customers, move seamlessly between sales channels,...

Are you looking for customizable help desk software that fits perfectly into your team? Let’s be honest, despite having similar goals, no two customers service teams are the same. They differ in aspects such as team size, workflow, hierarchy, and even how they monitor their performance.  The best thing about help desk customization is that...