I still remember the exact week client portal software went from a “nice to have” on my list to a must have. Three different clients messaged me on the same afternoon, asking for the same status update I had already sent twice by email. That is the moment I stopped trusting my inbox to run...

When you set up help desk systems in place, it is alright not to know which factors to consider. It is natural for multiple questions to pop inside your head – “Which channels should we choose? How do we automate tasks? What metrics should we target for better results?” Making the most of your help...

The introduction of artificial intelligence, smartphones, and other digital devices has revolutionized how people interact using information and technology. Amidst such rapid changes, how do you improve your IT services while ensuring a better customer experience? Well, ITIL best practices can help you set the right foundation!  The ITIL best practice framework can help you...

Here’s a question for you: how are you staying relevant in the 21st century? You might say “social media” or “TikTok.” But while these are excellent platforms to use, they aren’t your only option.  Enter omnichannel retailing. Leveraging omnichannel retail allows you to develop a unique understanding of your customers, move seamlessly between sales channels,...

Are you looking for customizable help desk software that fits perfectly into your team? Let’s be honest, despite having similar goals, no two customers service teams are the same. They differ in aspects such as team size, workflow, hierarchy, and even how they monitor their performance.  The best thing about help desk customization is that...

The recipe to bake awesome customer service is indeed very simple – be fast, accurate, and consistent with your responses. But why are businesses unable to cook what they had promised? What ingredient are they missing?  The missing ingredient can be automation technology. Even a simple feature such as automated ticket routing can help you...

Imagine your employees coming to work each day full of purpose and with a strong belief in your company’s values. They strongly relate to the good that your brand brings to the world and think they have found the most valuable thing – “meaning in life”.  Sounds like a Disney movie, right? Well, it can...