Free-Photos / Pixabay Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues outside of their specialty then they aren’t maximizing the ways in which they can help customers. […]
4 Ways Ticket Deflection and Routing Can Help Customer Service Teams Read More »
PublicDomainPictures / Pixabay Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often
11 Signs You Need A New Help Desk Ticketing System Read More »
rawpixel / Pixabay Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer
The Top 3 Most Misleading Customer Service Statistics Read More »
422737 / Pixabay In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the
5 Tips for Having Highly Impactful Customer Conversations Read More »
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t
B2B Customer Success and Customer Relationship Management Read More »
Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create problems and hostility with its users. One of the best ways to optimize how employees utilize your help desk system is through implementing custom
How to Set Up a Help Desk Software Properly With Custom Fields Read More »
geralt / Pixabay With so many choices available, selecting the right customer service system for your business isn’t easy. Each member of your leadership team may want different things in the system, but at the end of the day the technology you decide to go with should be the best one for helping your customers.
Pixabay As one of the latest “buzz words” in business, many professionals are now focused on the “customer journey”, or understanding the entire path taken by a prospective customer to becoming a company advocate. From their very first step – be it an online search or a video ad – to the moment they buy
The Customer Journey and the Role of Help Desk Software Read More »
Pixabay As a society that’s constantly evolving with technology, we’ve reached an era where it’s perfectly acceptable to use artificial intelligence (AI) for answers that once required human conversations. Whether it’s asking Siri (from Apple) for directions or Alexa (from Amazon) about the weather tomorrow, AI has made simple tasks more convenient and less time-consuming.
