Resolving customer issues on the first contact is the ultimate goal of every organization.  Failure to do so can cause customers to rate a company’s customer service as inadequate. This has implications – statistics show that most customers – 89% – start buying from competitors due to poor customer service experience. You can batter your customer...

When customers buy a product or a service, there is always a chance that they would experience challenges while using them. The one obvious thing they will do when faced with such a situation is – reach out to your support staff and report the problems they are experiencing. Managing and tracking customer issues on...

Are you looking for ways to improve your ITIL problem management process?  ITIL problem management is a popular process concerned with managing the underlying causes of incidents. However, most businesses have complicated things by blending it with other ITIL processes such as incident, change, and knowledge management.  Most IT support teams focus on resolving immediate...

With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. Instead, it has become the need of the hour, indispensable to survive in the business world. Many modern-day entrepreneurs think that 24/7 customer support is synonymous with a big support team. However, you don’t need more manpower, you just need...

Limited budget, limited resources, and ever-increasing competition — small business owners have multiple challenges that can potentially impact customer service quality and satisfaction.  So what can be the solution that saves your business without costing you a fortune? The answer lies in the best help desk software.  Help desk software for small businesses can not...

Often, we use the term “help desk” to refer to all kinds of customer assistance services, including technical issues as well. In fact, in everyday life, people throw around the words “help desk” and “technical support” almost interchangeably. However, did you know that there’s a sharp line of difference between the help desk and technical...

Is managing your company help desk giving you sleepless nights? Are you looking for help desk improvement ideas to cater to customers’ needs and grievances? If the answer to the above questions is a big YES! Then this blog is for you. Today, customers don’t just want faster service, they demand it. According to a...

There are two kinds of support professionals in this world. First are the ones who argue that help desks and service desks are completely similar in their function. However, there are also those who would bet their life that there are stark differences between the two.  So in this battle of help desk vs. service...