There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you...

Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson, Founder- Virgin Group As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are...

We all know that customer expectations are high. Guess what is higher? Instances of poor customer service.  Customer service horror stories are spreading like wildfire. It’s a common sight to see your friends complaining about how they had to wait for more than 5 minutes on hold, how they encountered an impolite agent, or how...

There is only one boss: the customer. He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else. – Sam Walton This statement by Sam Walton is probably one of the best descriptions of the modern market conditions. It pretty much explains the value of customers and gives...

English, Spanish, French, German, Chinese …the list of languages with over a hundred million speakers is quite long.   Despite the language and cultural differences, the global market has created a win-win situation for both businesses and customers. While businesses can go above and beyond geographical borders, customers can enjoy more options. For brands that wish...

Are you looking for ways to improve your ITIL problem management process?  ITIL problem management is a popular process concerned with managing the underlying causes of incidents. However, most businesses have complicated things by blending it with other ITIL processes such as incident, change, and knowledge management.  Most IT support teams focus on resolving immediate...

With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. Instead, it has become the need of the hour, indispensable to survive in the business world. Many modern-day entrepreneurs think that 24/7 customer support is synonymous with a big support team. However, you don’t need more manpower, you just need...

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 that understand the importance of creating a customer service philosophy and standing out from the crowd.  Having a customer philosophy is essential in building...

Limited budget, limited resources, and ever-increasing competition — small business owners have multiple challenges that can potentially impact customer service quality and satisfaction.  So what can be the solution that saves your business without costing you a fortune? The answer lies in the best help desk software.  Help desk software for small businesses can not...

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it?  There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. Like, imagine your company has a...