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.  ...

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...

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 when...

In today’s competitive business landscape there is no place for mediocre customer service. To be the best business, you simply need to offer the best service.  54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Therefore, to match this unprecedented surge in customer expectations, many...

When you wish to take your business to the next level, every aspect screams for attention- development, sales, design, marketing, etc. Amidst all this chaos, why should you focus on customer service?  The answer is simple- decades worth of hard work and reputation can be demolished overnight by a single customer review. Yes, that’s how...

Ask customers about their go-to support channels for contacting any business, and you are likely to get ten different answers- Ryan – “Hey! I love talking to service reps over the phone. Makes me feel like somebody is out there to help me.” Lisa– “As a working woman, live chat works perfectly for me. I...

The amount of data that we are generating can blow anyone’s mind.  Every single day, quintillion bytes of data is generated. To get things into perspective, quintillion has 18 ZEROS. (still proud of your phone memory?) Modern customer service teams are no different. They have become data factories that are pumping out information at a...

Santa brings presents for people but problems for customer service reps. Well, it is that time of the year when people shop till they drop and customer service volume sees a sharp rise.  More than $40 Billion dollar worth of items bought online during this year’s holiday season will be returned to stores.  Amidst all...

Our daily work routine revolves around emails, in fact, hundreds of them. But have you ever thought – why do some people call it ‘The Snail Email’?  Let’s be honest, email is slow, lacks advanced features, and was never designed for team collaboration. It’s not surprising that entrepreneurs across the globe are complaining about inbox...

Good products and services are not enough to wow your customers and retain them in the long term. You need to go beyond that and form meaningful connections with your customers to retain them and turn them into loyal brand advocates.  But, how can you do that? An important factor in building lasting customer relationships...