Jared Cornell

While rapid innovation in Information Technology (IT) has made life easier for customers and employees, IT support teams are somewhere caught in an uphill battle.  For most businesses, their IT service desk is under tremendous pressure. Support teams are feeling the heat of not only managing higher volumes of IT issues and requests but also...

“Customer success” has become the new buzzword in the business town. So much so that entrepreneurs see it as a road that leads to “business success”.  Now, while implementing any customer success programs, you might find yourself in a tricky spot – Are customer success and customer support the same thing? If they are different,...

Remember the time when you ran into a faulty product and wanted to contact the business for support? While one of your friends suggested reaching their call center team, others advised contacting their help desk.  And you thought to yourself – “After all, what is the difference between call center and help desk? Aren’t they...

As one of the very few context-aware help desk software available in the market today, Zoho Desk has helped businesses deliver personalized experiences. It is indeed a commendable tool that does not cost you a fortune.  But if you have tried Zoho Desk and feel it does not come close to your business needs, don’t...

Let’s be honest, customers don’t contact a business out of pleasure. When was the last time you went on a vacation and felt like speaking to a customer service representative? Yes, almost never!    Customers contact you when they need assistance or simply when they are mad. The last thing they will want is a conversation...

When you talk about customer service tools, there are certain tools that dominate the market today. Freshdesk undoubtedly forms the cream of modern help desk tools. But, wait a minute. Despite its golden reputation, why are thousands of users looking for Freshdesk alternatives or software cheaper than Freshdesk?  Let’s be honest, Freshdesk is not perfect...

Whether you are a marketing pro or a customer service professional, chances are you have already heard about Intercom. The tool offers the power and flexibility you need to provide personalized support at scale and onboard new customers with ease.  However, despite its excellent set of features, a single question has often baffled most Intercom...

Raise your hand if you feel your customer service department is perfect and there is nothing more you need to improve upon.  Hands still on the mouse?  Yeah, we thought so.  Customer service teams around the world feel they work hard, treat their customers right, put in extra hours, but still don’t seem to go...