Ouch! Brian here is clearly not very fond of Zachary’s customer support department. Imagine 192 million daily active users reading this tweet. Sounds dooming, right? So, let’s talk about customer service. Customer service is not a department. It is a philosophy that needs to b...

A customer support representative has never, in the history of time, woken up in the morning, rubbed the sleep from their eyes, and said to themselves, “I commit that I’ll give terrible customer service at work today.” Yet inadequate customer support happens every day. Sometim...

To sustain in this competitive world, it is important to build and maintain good relationships with customers. And to achieve this, businesses provide customer support to help customers. They help by giving quality information so that customers can make the best use of the pro...

As a small business owner, every decision you take matters in shaping the customer experience of your brand. You desire to deliver the best to gain the trust and loyalty of your customers. To achieve that you will have to offer quick and quality customer service by being avail...

Here’s a question for you. What does an enterprise helpdesk system is, according to you? Well if we are thinking of the same thing, an enterprise helpdesk is a platform that provides all-in-one support for providing help to customers and their employees. It has multiple channe...

A ticketing system is a customer service tool that manages incoming customer requests. Ticketing systems categorize tickets based on their priority. A support ticket management system is useful for small startups and giant companies. Your customer service compromises when you...

Help desk ticketing systems offer numerous helpful features to enhance customer satisfaction and boost your agent's productivity. But choosing an ideal helpdesk is often a task. One must have keen concern for its quality and features to decide if it can fulfill all the busines...

The real voyage of discovery consists not in seeking new landscapes, but in having new eyes. Marcel Proust I would like to modify this quote a little bit and say, “Outstanding customer service cannot occur just by seeking new strategies, but by having new eyes look at the exis...

Healthcare is one of the sectors where exceptional customer support is critical. Pretty contrary to what people usually think. At its core, customer support in the healthcare industry plays a crucial role. Customers are primarily dependent on the quality of care provided to th...

When it comes to IT service desks, a lot is going on at the table all day. People come with different issues for you to solve. And this task can be tiring and frustrating if you have limitations in your helpdesk and its functionalities. Thus, in order to smoothen the process a...

Brands these days house the most complex collections of technology ever assembled. We live in a time where an iPhone is millions of times more powerful than the computer technology that landed Apollo 11 on the moon. Similarly, it’ll take many such devices or tools to propel br...

We all know that being customer-centric and process-centric is crucial to stand in today's market. And your small business may not magically make itself either of them with only dedication and passion. You need effective customer support management to make your business both c...

After years of revolutionary changes in businesses and their respective industries, one fact remains common: Communication stands at the center of everything. Be it communicating with customers to help resolve their service-related issues or solving IT requests from internal e...

The global pandemic broadly defined the year 2020 as the year of disruption. It was also the year that marked the importance of excelling at delivering great customer experiences. It is not just important to provide a great digital experience all the time, but also in real-tim...

Millions of people venture into the Apple stores every year to play with some of the slickest consumer gadgets and equipment. From Apple Watch to MacBook Pros, the products speak for themselves. Any visit to the store itself holds the promise of providing a unique experience....

The more we move forward, the more technology gets integrated into our daily lives. The lines between our online time and real-life have begun to blur. As customers change their behavior, companies and support agents will need to react. Apart from thinking about providing a su...

When Southwest Airlines responded with a creative tone to one of their customers through Twitter, it caught the attention of a large number of Twitter users. When one customer posted their question in the form of a poem, the brand’s support team provided an answer to match. So...

Customer savviness and their never-ending demands have become a major reason for companies to become more customer-centric. Companies are doing everything to make themselves available to their customers. But they often struggle to implement a service strategy that truly meets...

At an early stage, every business uses an email method to handle customer queries. But emails are slow and lack advanced features. Also, they are not specifically designed for your team or business. And how can we forget the overloaded inbox full of queries at the end of the w...

Tell me about your customer support helpdesk’s current state. Here’s a quick checklist. Do you still: Need to fetch queries manually? Manually look for customer data and related information? Set reminders manually from a different system? Manually manage a shared inbox? If you...

A long time ago, in a data set, far, far away lay a piece of information that could have benefited a company and would have saved millions of dollars of support costs. It could have helped the company provide a personalized experience that would’ve retained their customers. It...

So much data, so little time. We live in a world of big data, where endless amounts of data can be stored in the cloud at a very considerable cost. This may sound great for customer support agents and managers. But too much information and not enough time to sort through it al...

Customer support is arguably the most important thing for your business to get right. Excellent customer service can overcome poor marketing. Years ago, it was incredibly difficult (and expensive) to replace poor customer service with even the most exceptional marketing. But t...

Twitter aims at empowering users to create and share ideas and information instantly. But internally, at some point in time, at Twitter, the employee communication with the IT team was anything but instant. Alex Stilling, the IT manager, calls this issue “the Black Hole.” Twit...

Ever had an unexpectedly pleasant customer service experience? Like, you ordered something online, but the store didn’t have it in stock. The brand manager (or support rep) soon realizes the technical glitch and identifies the mistake. So, within the next few minutes, the supp...

Live chat is a popular channel used by businesses of all sizes across the globe. But how do you know if your customer support team is having better conversations or not? Are you sure that you’re delivering a consistent experience to your customers? *Enters customer service scr...

When Kat moved into her new apartment, she called her internet provider, Spectrum, to move her service to her new residence. The technician didn’t show up the day and time he was supposed to. After registering a complaint, the technician finally arrived an hour and a half late...

"Customer satisfaction" is one of the biggest achievements in any industry niche. It defines if your company is going to fall down the revenue lane or will achieve mega-growth. I know you will agree that the business's success mainly depends on the success of your customers. I...

Often enterprises struggle to meet user expectations. Upon that thousand of customer complaints, you need to assist hundreds of employees with simple support issues. Enterprise help desk software is usually designed to solve the key support issues of expanding companies. In th...

Patients often make healthcare decisions on the basis of the customer service experience they receive. They compare the benefits and investments before making any decisions. The responses they get from the healthcare department, like lab staff, nurses, admin staff, etc., also...