More and more businesses are turning to MSPs or managed service providers to handle key IT functions. No wonder the MSP market has become worth hundreds of billions of dollars.  If you are a budding MSP, managing IT issues of thousands of businesses is never a cakewalk. Right from server downtime complaints to network security...

Help desk automation, if done successfully, can improve the experience for all – customers, support agents, and business executives. But automation is no longer about the IVR menus we interacted with to know the status of our appointments.  A lot has changed. A lot!  Automated help desk software can help you automate a dozen tasks,...

“Customer experience is the next competitive battleground.” – Jerry Gregoire, CIO at Dell  Whether it’s an up-and-coming business venture or a well-established enterprise, one thing that all of them are fighting tooth and nail for is delivering seamless customer experiences.  Businesses do everything in their power to engage customers and provide a satisfactory experience. However,...

Things break, employees lose their cool, and products never reach on time – leading to thousands of customer complaints.  When dealing with angry and complaining customers, agents have to walk on eggshells. A single mistake, and you can lose them forever. So what can you do to bring the smile back on your customers’ faces? ...

“We are sorry!” These three golden words can probably save a customer relationship. But in most cases, they are simply not enough. How do you ensure your apology travels from your email and reaches straight to the customer’s heart?  Writing apology emails to customers is a popular practice when something goes wrong. But most businesses...

Are you struggling to manage an influx of support tickets? When tickets slip through the cracks, customers get frustrated and raise more tickets – leading to a snowball effect.  No matter which help desk ticketing system you use, it’s important to gain complete control of it before things seem to spiral out of control.  With...

Are you searching for the best ServiceNow alternative? You have come to the right place.  ServiceNow is a popular ITSM tool that is used by businesses across the globe to track IT incidents, requests, problems, and assets. With this tool on board, you can expect powerful features such as incident management, virtual agents, knowledge management,...

Hiring and onboarding staff in today’s market is tough enough. Add to that the pressure of meeting employee expectations when it comes to internal support.  Supporting tens or hundreds of employees is not easy.  For an HR professional, life isn’t a smooth sail. One moment you are explaining leave policies to new recruits, the next,...

Is your help desk team looking to achieve more with less? If you answered yes, you have probably considered Artificial Intelligence (AI) as a solution.  As more and more customers demand assistance that is highly personalized, easily navigable and provides quick resolution, businesses are showing keen interest in learning how AI improves help desk management. ...