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...

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...

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...

Meeting user expectations and resolving their concerns in real-time should be the top goal of every business.  A service desk software can act as a bridge between your support agents and your numerous employees, customers, or other stakeholders who demand round-the-clock assistance.  A good service desk improves customer satisfaction by allowing you to deliver services...

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...

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. ...

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...

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...

Ask any professional about the biggest aspect that is stopping them from being a productive hero and there is a good chance you will hear them say- “Email is slow, our inbox is all cluttered, countless emails are eating into our time and making us unproductive” Is Email Dead?  Email isn’t dead. There are more...

Every business exists as long as it has customers. But what if these customers decide to part ways due to underlying reasons such as inefficient support process, defective products, or poor engagement?  Customer churn refers to the number of customers who cease to buy from your business. Even small month-on-month increments in customer churn can...