Have you ever tried shooting a 3-pointer in a basketball game, that too at the last minute while everyone is counting on you? Now, imagine doing the same while riding a bicycle with your eyes closed.  In a very similar fashion, the world of retail customer service is not easy and it’s definitely not for...

We all are familiar with that comforting voice greeting us and telling us- “I’m here to help you. I will surely find a way to resolve your issue.”  Customers simply love phone support. A good reason why the phone remains the most preferred channel for customers is that it shows great potential for empathy. After...

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...

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...

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...

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,...

In order to leap forward, modern businesses need the right blend of technology and people.  When we talk about customer service, lately, there has been a laser-sharp focus on help desk software. However, despite its state of the art benefits, customer service managers are struggling to keep pace.  Flawless help desk management should not be...