20 Effective Email Management Tips Trending in 2020

20 Effective Email Management Tips Trending in 2020

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. This was actually alarming, as 40% is a significant amount of time. That’s when we realized that as an organization, we need...
Read More
ITIL Problem Management Process – Your Lifecycle Guide

ITIL Problem Management Process – Your Lifecycle Guide

Information Technology is full of jargon that most of us do not understand. To top these complex terms are processes, frameworks, tools, and acronyms. Among these floating terms, one that has found prominence in recent times is ITIL problem management. Why is this concept important? That’s because the goal of the IT service desk professionals...
Read More
How to Deliver 24/7 Support Without 24/7 Staff

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 a need of the hour, indispensable to survive the intense competition existing in the business ecosystem. Unlike a decade ago, when customers were willing to wait for brands to act on their requests, modern-day customers lack...
Read More
Build an Empowered Team with A well- defined Customer Service Philosophy

Build an Empowered Team with A well- defined 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 who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit...
Read More
What is Service Desk?

What is Service Desk?

Every company has a customer support process in place, but what about its employees, clients, and stakeholders? Wondering what I’m talking about? Imagine this:  While working, one of your employees faces some technical issues with their system.  Who would they call? The HR department? Maybe.  The HR department will also call up a tech guy...
Read More
Shared Inbox: What is it, Do We Really Need it, & What are it’s Benefits?

Shared Inbox: What is it, Do We Really Need it, & What are it’s Benefits?

What’s the most important thing to you when it comes to customer support? An available support agent? Instant resolutions? No waiting time? Complete resolutions? All of the above & more? Well, there are a lot of expectations when it comes to customer support and it’s impossible for support agents to deliver delightful customer support to...
Read More
How to Choose the Best Help Desk Software for an SMB?

How to Choose the Best Help Desk Software for an SMB?

Every company deploys the best customer support team, but what really matters is how they deal with customer issues.  You, too, must have a hardworking customer support team, isn’t it? But, as a small business, is that enough?  Customers’ expectations from companies are on the rise, and one slip down can lead to brand abandonment. ...
Read More
5 Ways to Politely Say No to Customers: With Real-Life Examples

5 Ways 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...
Read More
Customer Advocacy – A Term Changing the Dynamics of Marketing

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...
Read More
What is a Shared Inbox?

What is a Shared Inbox?

As a support agent, you need to be on your top game when dealing with customer issues.  You can’t lose your temper.  You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers.  But, what if you don’t have a...
Read More