Deepak Som

Author

Deepak Som

Author & Editor at ProProfs |

Deepak is a staff writer and editor at ProProfs.com. He has extensive knowledge in customer support, self-service knowledge bases, AI help desks, sales, live chat, escalation pathways, and problem-resolution strategies. His passion for delivering exceptional customer experiences, combined with his expertise in various customer service platforms, has made him a sought-after consultant in the industry.

Articles by Deepak Som

First Contact Resolution (FCR): Definition, Importance & Tips to Improve

Written by , Author & Editor at ProProfs Updated: 24 Oct, 2025
I still remember a time when one of our oldest clients almost churned because their issue bounced between three agents before getting solved.  That incident taught me a crucial lesson — first contact resolution isn’t just about speed; it’s about competence and ownership. Resolving a customer’s problem in the first interaction builds trust, reduces friction,...
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What Is Ticket Deflection? Explore 10 Tips to Deflect Tickets & Empower Customers

Reviewed by Naveen Sharma, Customer Support Expert Written by Updated: 23 Feb, 2025
When your support team receives more tickets than they can handle, customer frustration builds, and your team’s efficiency takes a hit. But what if your customers could find answers before they hit that “Contact Support” button? This can be a reality with ticket deflection. With the right deflection practices in place, your team can reduce...
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AI Helpdesk Management: The Future of Customer Support

Reviewed by Lucas Clark, Customer Support Expert Written by Updated: 15 Jan, 2026
After 10+ years leading support teams, I’ve come to believe this: Speed is expected. But trust is earned—one reply at a time. And yet, even the best teams drop the ball. Not because they don’t care. But because volume scales faster than people do. Miss one ticket, delay one follow-up, and the damage is done....
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The 10 Best IT Ticketing Tools to Simplify IT Support in 2026

Reviewed by Lucas Clark, Customer Support Expert Written by Updated: 19 Feb, 2026
I once had a leader ask me, “Why is this access request still pending …didn’t IT receive it?” They had. In fact, they had received it more than once. It was sitting in a shared inbox, forwarded between team members, and slowly losing ownership along the way. I’ve seen this happen often in growing organizations...
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