Jared Cornell

Right from daily-use office printers to complicated IT servers – modern organizations are heavily dependent on IT services.  No wonder a majority of businesses are adopting ITSM solutions to build and maintain a strong IT ecosystem, enhance employee productivity, reduce IT risks, and improve the end-user experience.  But here comes a challenge.  A single Google...

Since the outbreak of the COVID-19 pandemic, customer service managers, as well as employees worldwide are grappling with challenges such as remote working, communication barriers, and most importantly – lack of motivation.  Are your employees slacking off? Has team productivity gone down the drain?  Lack of customer service motivation is doing more harm to your...

Businesses are expected to be pragmatic, self-centered entities that should only look for profits. But in the coming years, the wheat will be separated from the chaff. Businesses that are driven by profits alone will fail. In contrast, businesses that create value for customers throughout their journey will win the race.  Modern customers are no...

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...