Meet Joe. Joe is an average American entrepreneur who wants to take his business to a global scale. If you ask him about his plans to achieve the same, he will tell you- “I’m going to make sure our business runs great social media campaigns. Besides that, I will make sure we have an awesome...

While looking for ways to improve your IT and non-IT business services, you must have stumbled upon short yet heavy terms such as ESM or ITSM.  You must have thought to yourself, “What exactly is Enterprise Service Management (ESM)? And, can it really help my business in the long run?” It’s alright if you still...

Technology is no more limited to the Sci-Fi movies of the 80s or 90s. Just look around yourself, and you will find you are surrounded more by technology- your computer, smartphone, internet, etc., than actual human beings.  One great gift of technology has been Information technology- or IT as we normally call it. The fabric...

Imagine you walk into a customer service team meeting and you hear the manager say- “How are we performing? How many issues are we resolving daily? I need the numbers. Give me Data, Data, Data!”  And you think to yourself …  But why? Why data? Aren’t customer service professionals just supposed to have people skills...

In the pre-email era, people had to write letters, wait for them to get delivered, and then wait again for days to get a response.  Soon came the Internet, and the rest is history!  Earlier, what took days or weeks, can now be achieved in a matter of seconds. Awesome! However, email-arguably one of the...

Do you know what corporate mega-giants like Microsoft, Adobe, and Google have in common?  Besides, being worth billions of dollars, they all operate on the same ‘software as a service’ (SaaS) model.  However, surprisingly enough, not every SaaS company has been able to hit the jackpot.  The reason? Customer churn beyond control.  SaaS businesses out...

You’ve most likely heard people repeat the ‘customer is king’ mantra in the past. Well, there’s an obvious reason for this.  Customer-centric companies are 60% more profitable than companies that don’t focus enough on customers. Customer needs determine how, when, and where a business operates. If your customers prefer online shopping, you need an online...

Customer service experts have been trying to decode customer empowerment for a good number of years. In their quest, they have realized that just putting a human agent in the middle-ground to solve customer issues is not good enough.  The obvious question–  What leads to customer empowerment in its true essence?  To put it simply,...

Traditionally, the customer service industry revolved around the idea of waiting for a customer to encounter a problem and then offering the required solution. It’s the same as closing the barn door after the horse has bolted.  Now, here is the modern approach to customer service called proactive customer service that says- why wait for...

Do you have multiple email accounts and multiple people managing them?  Well, what if we told you that you could combine all your email accounts and let your agents work together from a single dashboard. Would that make you breathe a sigh of relief? Ladies and gentlemen, that is a shared inbox for you!  Having...