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.  ...

In today’s competitive business landscape there is no place for mediocre customer service. To be the best business, you simply need to offer the best service.  54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Therefore, to match this unprecedented surge in customer expectations, many...

Our daily work routine revolves around emails, in fact, hundreds of them. But have you ever thought – why do some people call it ‘The Snail Email’?  Let’s be honest, email is slow, lacks advanced features, and was never designed for team collaboration. It’s not surprising that entrepreneurs across the globe are complaining about inbox...

Investing in help desk software is one of the best decisions you can make for your customer service team. The tool allows you to encourage team collaboration, automate repetitive tasks, resolve issues faster, and deliver memorable service experiences.  But what about the next step? How to set up a help desk system for optimum productivity? ...

Are you struggling to improve your IT operations? Are customers unhappy with the quality of your IT services?  Well, in that case, ITIL can prove to be a business saver. Historically, IT has always been undervalued. The IT department is simply considered responsible for managing information technology systems without having any impact on a company’s...

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...