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Help Desk Glossary: 60+ Terms to Better Understand Your Help Desk

Anyone new to the customer service landscape knows that getting a firm grip on hundreds of terms and abbreviations can be quite challenging.  Do help desk terms seem like an alien language?  To save you from the trouble of going to Google for every new term and help you better run your help desk software,...
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22 Help Desk Management Tips Every CS Manager Should Know

In order to leap forward, modern businesses need the right blend of technology and people.  When we talk about customer service, lately, there has been a laser-sharp focus on help desk software. However, despite its state of the art benefits, customer service managers are struggling to keep pace.  Flawless help desk management should not be...
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What is a Support Ticket & How Can You Resolve Tickets Faster?

No matter if you are a small team that is part of a month-old startup or a big team working for a corporate giant, resolving customer concerns as and when they appear is critical for everyone’s success.  But when the list of customer problems runs in hundreds or thousands; how do you organize and prioritize...
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50 Help Desk Statistics and Why You Should Watch Them

If you think the answer to meeting the ever-growing customer expectations is limited to a low price or a fantastic product, think again. Customer service has become a key player when it comes to offering a wholesome experience to customers. Within the last decade, how businesses assist their customers has undergone a complete revolution.  From...
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How Does Help Desk Management Software Work?

Every business out there is on a spree to improve customer service. Most of them have even ingrained the popular adage-  “A satisfied customer is the best business strategy of all”.  But what’s the reason behind this sudden spotlight on ‘the customer’?  In today’s digital age where a competitor is just a click away, a...
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10 Best Practices for Managing Ecommerce Customer Service Like a Pro

“Let’s go shopping!” Just a decade ago, when someone said these three magical words, they usually had plans to go out. They wandered in and out of every retail store, tried and tested new products, and returned home with tired eyes and a dozen shopping bags. Today, you can do the same thing while you...
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What is Help Desk Workflow? Examples, Templates & Steps to Improve

Your help desk software is the heart of your customer service operations.  It is the platform for engaging with end-users and is the face of your customer service team. But despite all this, why is it that you are not able to operate at peak efficiency?  A broken help desk workflow can be the reason.  ...
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10 Service Desk Automation Ideas that Boost Performance and Quality

When you are a small startup, manually overlooking the work of your small customer service team is still doable. But, what happens when your team grows and more and more customers come running in with their problems? Manually managing your service desk software is not only cumbersome and time-consuming but can also bring human errors...
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How to Implement a Perfect IT Ticketing System

For smooth internal operations and a well-functioning business, managing IT incidents and requests is paramount.  An IT help desk ticketing system can help your business track IT-related support issues, prevent incidents from repeating, improve team collaboration, and deliver delightful support- all from a single tool.  But how do you implement an IT ticketing system when...
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Ten Smart Strategies for Handling the Help Desk

In today’s competitive business landscape there is no place for mediocre customer service. To be the best business, you simply need to offer the best service.  54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Therefore, to match this unprecedented surge in customer expectations, many...
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