Help Desk Blog Page

For any small business, a single support email account is sufficient for managing customer problems. But once you scale past that, you need the best help desk software to ensure every customer issue is seen, prioritized, and responded to.  As soon as you reach this stage, you are faced with a dilemma – in the...

Have you ever contacted a business for support only to be misguided by an agent? Or maybe the agent treated you more like a “ticket” than an actual human being with emotions?  Yes, sadly, we have all been there. So as a business owner, how do you avoid such horrific situations and build your customer...

Entrepreneurs, customer success managers, and customer service professionals have a big question facing them – How to reduce customer complaints? Receiving messages from your customers is really an amazing thing. However, the reason matters. Are you getting more complaints than compliments? Has your team succumbed to an endless list of customer complaints?  No matter how...

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...

No matter what service you offer to consumers – financial, SaaS, IT support, consultancy, etc., you need the right service level agreements (SLAs) to strengthen relationships.  However, despite the proven effectiveness of SLAs, many people say that if people trust each other, why do they need a formal agreement, and who is gonna read it...

SaaS or software as a service is a profitable business model. You create an awesome product, spend a little on marketing, acquire new users, and voila, profits roll in. But when users are stuck somewhere, how do you offer awesome SaaS customer support?  Due to the laser-sharp focus on development and sales, SaaS customer support...

Just like sales or marketing, customer service teams are always under the pressure to reduce customer service costs and stick to “the budget”.  But with never-ending phone calls and flooded inboxes, how do you improve the customer support experience without spending some dollars?  keeping your service costs down does not mean ignoring customer satisfaction. It...

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...

The best inventions in life are often small but make a HUGE impact. Think of a matchstick, paperclips, or in the modern world – help desk response templates.  Yes, templates have made the world a better place for customer service representatives. Instead of stressfully typing the same response a million times over, they can use...