Home  â€ş   Blog   â€ş  Deepak Som
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,...
Read More

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...
Read More

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....
Read More

The 11 Best IT Ticketing Tools to Simplify IT Support in 2026

Reviewed by Lucas Clark, Customer Support Expert Written by Updated: 3 Apr, 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...
Read More

13 Best Help Desk Ticketing Software Tools for Faster Support in 2026

Written by , Author & Editor at ProProfs Updated: 20 Feb, 2026
Customer support has changed a lot over the years, and I’ve learned firsthand that managing requests without the right system quickly becomes unsustainable. Once your business starts growing, relying on spreadsheets or scattered inboxes can lead to missed issues, slower responses, and frustrated customers.  That’s exactly why investing in help desk ticketing software is no...
Read More