Do you feel a sense of confusion around the terms customer success vs. customer experience? You are not alone.  Business terminologies can seem greek to most people. But understanding the smallest of differences between important terms can help you become a customer-centric brand.  The quality of both customer success and customer experience can help you...

As more and more businesses are looking to digitize their support process, the role of help desk tools has become quite quintessential.  In your search for the best help desk software, you might come across a situation where you have to pick one between Help Scout vs ServiceNow. Yes! We know it is not an...

I have always believed that incidents are like little leakages in a bucket. Sooner or later, they will empty your business.  Hardrive crashes, security threats, software bugs, website downtimes, etc., are all critical incidents that can cripple your business’s productivity. While there is no way to undo incidents, you can always reduce their impact with...

SysAid is one of the most popular service desk platforms available on the market today. But if you have landed on this blog, chances are that you are already on the hunt for the best SysAid alternative. Don’t worry, you are not the first person to do so, and definitely not the last.  While SysAid...

In the last couple of years, the demand for client portal software has skyrocketed. But do you really need one?  Let’s call a spade a spade – client demands are endless. They will always have an infinite number of questions, inquiries, and requests. The result? They become overdependent on your support team.  With the best...

Have you ever wondered what the world’s largest hotel chains such as Marriott, Hilton, or Hyatt have in common? Well, the answer is delightful hotel customer service.  But handling hotel guests is not always smooth sailing!  While on the one hand, you have to deal with hundreds of last-moment cancellations, on the other hand, there...

Email is much like a mirror that reflects the personality and state of mind of the person sending it.  Customer service email etiquettes can reveal the values that your business stands for and how well you treat your customers.  For decades, email has been a popular channel to support customers. However, like any communication tool,...

Customer service gurus and experts are all talking about using empathy statements. But is it really that simple? In the field of customer service, no news is good news. Every day you deal with hundreds of complaints and angry customers who are ready to pounce on you like a cheetah on a gazelle. Amidst such...

Zendesk vs. Salesforce is a common dilemma that most entrepreneurs and customer service managers face. On one hand, they are attracted by the powerful features of Zendesk, and on the other hand, they find Salesforce as a complete brand.  So between Zendesk and Salesforce Service Cloud, which help desk software deserves your time and money? ...

When you are setting up a new system 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...