ProProfs Help Desk Software Blog

Personalized Customer Experience: What, How, and Why

There is this thing about contemporary customers- they have changed. A lot! They no longer want to settle for generic products or experiences and rather want everything to resonate with their personal tastes. But with your customer base growing into leaps and bounds, how do you craft a unique, personalized customer experience for everyone, every...

What Is The Difference Between Help Desk And Desktop Support?

Technical jargon has always been a nightmare even for technical experts, let alone entrepreneurs. In order to prepare a robust support strategy, you need to clearly define the roles and functions of your teams as well as processes. However, a real problem begins when your business starts using two different terms such as help desk...

How to Reduce Support Ticket Volume in 15 Sure-Fire Ways

Customer service teams share one common goal- to delight every single customer that needs assistance. But can you really inch closer to this goal when your ticket backlog runs in hundreds or thousands? It has become common for businesses to complain about a sluggish support process, overworked agents, skyrocketing response times, complaining customers, and a...

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,...

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...

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...

10 Best Practices for E-commerce Customer Service

“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...

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. ...

10 Service Desk Automation Ideas that Boost Performance and Quality

When you are a small startup, manually tracking the work of your small customer service team is still doable. But, what happens when your team grows and hundreds of customers come running in with their problems? Managing your service desk software manually is not only cumbersome and time-consuming but can also bring human errors into...

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 for...

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