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Ticket Escalation Process: 10 Tips to Manage Them Better

Resolving customer issues on the first contact is the ultimate goal of every organization. Failure to do so can cause customers to rate a company’s customer service as inadequate. This has implications – statistics show that most customers – 89% – start buying from competitors due to poor customer service experience. You can batter your customer...

What is Issue Tracking Software? The What, Why, and How Explained

When customers buy a product or a service, there is always a chance that they would experience challenges while using them. The one obvious thing they will do when faced with such a situation is – reach out to your support staff and report the problems they are experiencing. Managing and tracking customer issues on...

7 Strategies to Offer Stellar Multilingual Customer Service (+5 Benefits)

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...

20 Effective Email Management Tips to Achieve Email Success

Ask any working professional for email management tips, and they will give you a long list. Ask them about how much time they are still spending on email, and you will likely hear – “A lot! Most of our day.” Isn’t it surprising? The truth is that managing emails takes so much time that people...

ITIL Problem Management Process – Your Lifecycle Guide

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...

How to Deliver 24/7 Support Without 24/7 Staff

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...

How to Create the Perfect Customer Service Philosophy

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...

How to Choose the Best Help Desk Software for an SMB

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...

How to Politely Say No to Customers with Real-Life Examples

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...

Customer Advocacy – A Term Changing the Dynamics of Marketing

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research? Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Let’s say a friend...

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