Customer Support

Hiring and onboarding staff in today’s market is tough enough. Add to that the pressure of meeting employee expectations when it comes to internal support.  Supporting tens or hundreds of employees is not easy.  For an HR professional, life isn’t a smooth sail. One moment you are explaining leave policies to new recruits, the next,...

Do you often feel your company focuses more on customers than the people who actually work there and do the “hard work”? You are not alone.  With rising competition, volatile markets, and ever-changing consumer behavior, businesses have a lot on their plates. Amidst this chaos, the need to focus on the well-being of employees and...

Is your help desk team looking to achieve more with less? If you answered yes, you have probably considered Artificial Intelligence (AI) as a solution.  As more and more customers demand assistance that is highly personalized, easily navigable and provides quick resolution, businesses are showing keen interest in learning how AI improves help desk management. ...

Automation technologies that seemed impossible some years ago are a reality in today’s world. Modern IT teams are no longer dependent on slow and sluggish manual processes – thanks to ITSM automation.  With IT Service Management automation, you can speed up the incident management process, reduce errors, and address IT issues before they bring your...

Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated.  And rightfully so.  It only takes one bad experience...

Email has become such an inclusive part of our personal and professional lives that it is now difficult for most of us to recall life without it. There are millions of people who receive, send, and respond to billions of emails every day. But despite it being the “king” of business communications, there is a...

Startups and small businesses are like the endangered species of the business world. You never know when a business might run out of customers or reach bankruptcy.  With so many challenges and tasks to cater to, “delightful customer service” lies somewhere secluded, at the bottom of the priority list for most small companies. No wonder...

A help desk is no longer a stationary section in a retail store that assisted customers with their returns or exchanges. With the advent of help desk digital transformation, it has taken the shape of digital channels such as live chat, social messaging, AI-powered chatbots, etc.  For help desk teams, the digital transformation era has...

There’s no denying that the Jira Service Desk is one of the leading IT help desk tools in the market. You can track all IT incidents in one place, encourage self-service with a knowledge base, and a lot more.  While it might have been the “right” option for you in the initial days, every growing...

Incidents are powerful events that can happen to any business in the blink of an eye.  But what happens when you do not know how to manage or report incidents? Well, in that case, such disruptions can lead to prolonged downtime, lower productivity, add to employee stress, and jeopardize your business.  So what’s the way...