We all are familiar with that comforting voice greeting us and telling us- “I’m here to help you. I will surely find a way to resolve your issue.”  Customers simply love phone support. A good reason why the phone remains the most preferred channel for customers is that it shows great potential for empathy. After...

Technical jargon has always been a nightmare even for technical experts, let alone entrepreneurs.  In order to prepare a robust support strategy, you need to clearly define the roles and functions of your teams as well as processes. However, a real problem begins when your business starts using two different terms such as help desk...

Customer service teams share one common goal- to delight every single customer that needs assistance.  But can you really inch closer to this goal when your ticket backlog runs in hundreds or thousands?  It has become common for businesses to complain about a sluggish support process, overworked agents, skyrocketing response times, complaining customers, and a...

Anyone new to the customer service landscape knows that getting a firm grip on hundreds of terms and abbreviations can be quite challenging.  Do help desk terms seem like an alien language?  To save you from the trouble of going to Google for every new term and help you better run your help desk software,...

If you think the answer to meeting the ever-growing customer expectations is limited to a low price or a fantastic product, think again. Customer service has become a key player when it comes to offering a wholesome experience to customers. Within the last decade, how businesses assist their customers has undergone a complete revolution.  From...

Your help desk software is the heart of your customer service operations.  It is the platform for engaging with end-users and is the face of your customer service team. But despite all this, why is it that you are not able to operate at peak efficiency?  A broken help desk workflow can be the reason.  ...

Buying help desk software is one thing—but getting the help desk setup right is another. I learned this the hard way a few years ago when my team switched to a new support tool, thinking it would instantly solve our ticket chaos. Instead, we spent weeks untangling missed emails, confused agents, and unhappy customers—all because...