What is a Customer Support Funnel and How to Build One

What is a Customer Support Funnel and How to Build One

Sales, Marketing, Human Resources, all these departments are known for illustrating the user journey using a funnel. But what about customer service?  For businesses, it’s time to rethink the customer support funnel. While no two companies are created in exactly the same mold, they can all use a support funnel to guide their customers to...
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The Top 10 WOW Customer Service Stories of 2021

The Top 10 WOW Customer Service Stories of 2021

COVID-19 has impacted lives and livelihoods across the globe. While people are forced into isolation, customer service teams struggle to communicate proactively and win customer trust. But should this mean the end of the world? Of course not! There are still plenty of wow customer service stories that are making customers rejoice.  Even after millions...
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10 Types of Customer Service for Always Staying Connected With Customers

10 Types of Customer Service for Always Staying Connected With Customers

At some point in time, we all have contacted a business for help.  While your parents or grandparents might have relied solely on phone or email support, Generation Z loves to explore different types of customer service channels such as social media, live chat, video support, and more. The modern customer service landscape is not...
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The 11 Best ITSM Tools in 2021

The 11 Best ITSM Tools in 2021

Right from daily-use office printers to complicated IT servers – modern organizations are heavily dependent on IT services.  No wonder a majority of businesses are adopting ITSM solutions to build and maintain a strong IT ecosystem, enhance employee productivity, reduce IT risks, and improve the end-user experience.  But here comes a challenge.  A single Google...
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Ten Tips to Motivate Your Customer Support Team

Ten Tips to Motivate Your Customer Support Team

Since the outbreak of the COVID-19 pandemic, customer service managers, as well as employees worldwide are grappling with challenges such as remote working, communication barriers, and most importantly – lack of motivation.  Are your employees slacking off? Has team productivity gone down the drain?  Lack of customer service motivation is doing more harm to your...
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Understanding Customer Value & 7 Strategies to Create it

Understanding Customer Value & 7 Strategies to Create it

Businesses are expected to be pragmatic, self-centered entities that should only look for profits. But in the coming years, the wheat will be separated from the chaff. Businesses that are driven by profits alone will fail. In contrast, businesses that create value for customers throughout their journey will win the race.  Modern customers are no...
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25 Best Remote Working Tools to Work From Any Part of the World

25 Best Remote Working Tools to Work From Any Part of the World

Just a couple of years ago, we were waking up early, hopping onto jam packed public transportation to reach the office, and religiously following the 9 to 5 schedule.  Fast forward to the present times and remote work has become the new normal. Employees are working in the comfort of their pyjamas, spending more time...
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Ten Tips on How to Improve Your IT Service Desk

Ten Tips on How to Improve Your IT Service Desk

While rapid innovation in Information Technology (IT) has made life easier for customers and employees, IT support teams are somewhere caught in an uphill battle.  For most businesses, their IT service desk is under tremendous pressure. Support teams are feeling the heat of not only managing higher volumes of IT issues and requests but also...
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Customer Support vs Customer Success: What’s the Difference?

Customer Support vs Customer Success: What’s the Difference?

“Customer success” has become the new buzzword in the business town. So much so that entrepreneurs see it as a road that leads to “business success”.  Now, while implementing any customer success programs, you might find yourself in a tricky spot – Are customer success and customer support the same thing? If they are different,...
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What Is the Difference Between Call Center and Help Desk?

What Is the Difference Between Call Center and Help Desk?

Remember the time when you ran into a faulty product and wanted to contact the business for support? While one of your friends suggested reaching their call center team, others advised contacting their help desk.  And you thought to yourself – “After all, what is the difference between call center and help desk? Aren’t they...
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