Jared Cornell

Jared Cornell

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn

My Articles

Ticket Escalation Process: 10 Tips to Manage Them Better

Resolving customer issues on the first contact is the ultimate goal of every organization.  Failure to do so can cause customers to rate a company’s customer service as inadequate. This has implications – statistics show that most customers – 89% – start buying from competitors due to poor customer service experience. You can batter your customer...
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What is Issue Tracking Software? The What, Why, and How Explained

When customers buy a product or a service, there is always a chance that they would experience challenges while using them. The one obvious thing they will do when faced with such a situation is – reach out to your support staff and report the problems they are experiencing. Managing and tracking customer issues on...
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Boost Business and Customer Loyalty With Multilingual Customer Service

It’s a very hot summer day, your refrigerator stops working. Or maybe something even worse happens in winters. Your radiator stops functioning on the coldest winter night. What is your instinct in such situations? Do you contact customer service vs. technical support? Let’s not get into the debate of which one is more apt in these...
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20 Effective Email Management Tips Trending in 2021

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. This was actually alarming, as 40% is a significant amount of time. That’s when we realized that as an organization, we need...
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ITIL Problem Management Process – Your Lifecycle Guide

Information Technology is full of jargon that most of us do not understand. To top these complex terms are processes, frameworks, tools, and acronyms. Among these floating terms, one that has found prominence in recent times is ITIL problem management. Why is this concept important? That’s because the goal of the IT service desk professionals...
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How to Deliver 24/7 Support Without 24/7 Staff

With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. Instead, it has become a need of the hour, indispensable to survive the intense competition existing in the business ecosystem. Unlike a decade ago, when customers were willing to wait for brands to act on their requests, modern-day customers lack...
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Build an Empowered Team with A well- defined Customer Service Philosophy

Every company has a unique identity.  They have their own culture, way of dealing with conflicts, and the managerial hierarchy.  But, when it comes to customers, there are very few companies who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit...
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What is Service Desk?

Meeting user expectations and resolving their concerns in real-time should be the top goal of every business.  A service desk software can act as a bridge between your support agents and your numerous employees, customers, or other stakeholders who demand round-the-clock assistance.  A good service desk improves customer satisfaction by allowing you to deliver services...
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Understanding the Importance of Shared Inbox: 5 Key Benefits You Didn’t Know!

What’s the most important thing to you when it comes to customer support? An available support agent? Instant resolutions? No waiting time? Complete resolutions? All of the above & more? Well, there are a lot of expectations when it comes to customer support and it’s impossible for support agents to deliver delightful customer support to...
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How to Choose the Best Help Desk Software for an SMB?

Every company deploys the best customer support team, but what really matters is how they deal with customer issues.  You, too, must have a hardworking customer support team, isn’t it? But, as a small business, is that enough?  Customers’ expectations from companies are on the rise, and one slip down can lead to brand abandonment. ...
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