ProProfs Editorial Team, Author at ProProfs Help Desk Blog

Articles by ProProfs Editorial Team

How to Set Up a Help Desk in 5 Steps With Checklist

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 15 Jan, 2026

Buying help desk software is one thing—but getting the help desk setup right is another. I learned this the hard way a few years ago when my team switched to a new support tool, thinking it would instantly solve our ticket chaos. Instead, we spent weeks untangling missed emails, confused agents, and unhappy customers—all because...

Customer Service Productivity: 10 Expert Tips to Boost Performance

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 29 Apr, 2026

Are you looking for tips to increase customer service productivity? Well, you are not alone! Modern customer service teams have more tasks on their plates than they can manage. There are ticket backlogs running in triple digits, infuriated customers who want their problems to be resolved first, and of course, countless social media mentions. Amidst...

ITIL Service Desk: Top Processes, Roles & Benefits

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 2 Feb, 2026

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...

Customer Experience Strategy Guide: Definition, Benefits & Pro Tips

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Apr, 2026

Just like an architect is dependent on a blueprint for developing timeless buildings, your CX team is dependent on a good customer experience strategy to delight customers.

What Is an Enterprise Service Management System?

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Apr, 2026

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...

IT Service Desk: Features, Benefits & Best Practices for 2026

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Apr, 2026

“Technology should make life easier, not add to the chaos,” I remember our CTO saying that during a team meeting when our inbox was flooded with unresolved IT requests. That’s when we realized how crucial an IT Service Desk really is — not just to track tickets, but to bring order, speed, and clarity to...

Top Benefits of Customer Service Reports

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 1 Feb, 2026

Imagine you walk into a customer service team meeting and you hear the manager say- “How are we performing? How many issues are we resolving daily? I need the numbers. Give me Data, Data, Data!” And you think to yourself … But why? Why data? Aren’t customer service professionals just supposed to have people skills...

How a Collaborative Inbox Can Improve Your Customer Support Process

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Oct, 2025

In the pre-email era, people had to write letters, wait for them to get delivered, and then wait again for days to get a response. Soon came the Internet, and the rest is history! Earlier, what took days or weeks, can now be achieved in a matter of seconds. Awesome! However, email-arguably one of the...

What Is SaaS Churn Rate? Learn How to Calculate & Prevent Churn for Your SaaS Company

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 7 Jan, 2025

What Are the Leading Causes of SaaS Customer Churn? There is no better way to understand churn than looking at the leading causes of it. Here are the top 4 reasons why most SaaS customers churn. 1. Bad Onboarding Experience Customers start using the product before getting familiar with the various features Customers pay for...

Proactive VS Reactive Customer Service: Which One Should You Choose?

Written by ProProfs Editorial Team, Customer Service & CX Specialists Updated: 17 Oct, 2025

Traditionally, the customer service industry revolved around the idea of waiting for a customer to encounter a problem and then offering the required solution. It’s the same as closing the barn door after the horse has bolted. Now, here is the modern approach to customer service called proactive customer service that says- why wait for...