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: 17 Oct, 2025
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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10 Best IT Ticketing Systems to Keep Your IT Support Smooth

Reviewed by Lucas Clark, Customer Support Expert Written by Updated: 22 Oct, 2025
If you’ve ever handled IT support, you know how frustrating it can get. Tickets flood in from multiple channels—users reporting network outages, software crashes, access issues, and security alerts—all while your team scrambles to prioritize what’s urgent. Trust me, I’ve been there. In such chaotic situations, the right IT ticketing system can make a huge...
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