deskxpand

@deskxpand

Joined on May 31, 2021

  • Develop an IT Strategy to Support Customer Service: In today’s digital age, the customer service landscape has undergone an essential transformation, becoming a pivotal determinant of a commercial enterprise's fulfillment. As modern customers increasingly demand seamless and convenient interactions, companies ought to harness technology as an effective. Developing a strong IT approach dedicated to assisting customer support is no longer a desire. In such cases, an IT helpdesk ticketing system provides a top strategic technique that empowers businesses to raise consumer demand, streamline operational approaches, and remain competitive in a fast-paced market. In order to better meet the demands of their sophisticated customer, businesses are finding that combining generating with customer support is essential. Here, you will come to know how to develop an IT strategy to support customer service, which is listed below: Understand Customer Needs and Expectations:
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  • ** Every business requires a number of essential tools to succeed in this technologically evolving circumstances. Your operational plan and supporting resources will pave the path for you to meet your small business goals. You must compete with millions of other businesses as a small business owner. Integrating the right tools can increase productivity, improve efficiency, and support business growth. The greatest software, like a small business ticketing system on the market, can automate repetitive operations for your business and remove busy work. You can concentrate on your business's essential duties and elements in this manner. There are several tools that your company may quickly and affordably adopt. Let's explore the tools that are important to small businesses.
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  • Business of all sizes requires better software to make the business hassle-free. The continuous availability of IT services is crucial from the perspectives of employees, customers, and the company. However, technology failures are inevitable. In larger organizations, employees would typically reach out to the IT help desk to report any issues, and the team is always available to log, prioritize, investigate, and resolve the problems. However, the IT support team may need to be more formalized when it comes to smaller businesses. A small business may need more formalized IT support and there are many compelling reasons for them to consider adopting help desk software. Software like Small business ticketing system enables your business to efficiently manage support requests, enhance productivity, and deliver a better overall IT support experience to their employees and customers. In this post, you can explore the ways small business can use help desk software.
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  • Are you looking for ways to enhance your employee happiness and productivity? If yes, then you should opt for the HR help desk. Your company may free up employees' time by handling their paperwork, inquiries, and complaints with an HR helpline. Employees will be more productive and have more time to spend on activities they enjoy. Confusing policies and procedures can be resolved in one place using an hr helpdesk software. The duty of safeguarding employees' welfare and providing them with all essential resources to create a work environment accommodating to their requirements falls on HR experts. What is an HR help desk? Using an HR help desk software, your employees can contact the HR department with questions and issues relating to benefits, payroll, medical or disability leave, and other corporate rules.
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  • Why does your organization need an HR help desk? Are you looking for ways to enhance your employee happiness and productivity? If yes, then you should opt for the HR help desk. Your company may free up employees' time by handling their paperwork, inquiries, and complaints with an HR helpline. Employees will be more productive and have more time to spend on activities they enjoy. Confusing policies and procedures can be resolved in one place using an hr helpdesk software. The duty of safeguarding employees' welfare and providing them with all essential resources to create a work environment accommodating to their requirements falls on HR experts. What is an HR help desk?
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  • What Is an Enterprise Help Desk & Why Do You Need One? Even a one-day-old firm aspires to expand its business and establish a multimillion-dollar reputation. A large company entails considerable obligations and difficulties. Enterprise firms frequently require assistance to meet client expectations. In addition to dealing with hundreds of customer complaints, thousands of employees need your help with straightforward support issues. Enterprise service management is made to address the significant support issues faced by large, quickly growing businesses. They are also simple to scale up when working with the proper provider. The enterprise service desk is a one-stop assistance program for internal staff members and clients. Depending on the industry specialty, an enterprise service desk may contain a variety of channels in addition to substantial self-help options. What is an Enterprise Help Desk?
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  •   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 superior experience on various devices, brands also need to think about having one holistic approach to provide an omnichannel experience for their customers. Here’s an amazing example of why providing an omnichannel experience is the need of the hour. Here’s a quick story about Robert Fransgaard’s customer service experience with Virgin Atlantic. In his anecdote, he shares his story about how a representative named Dan offered him a personalized experience. After listening to Robert’s frustration over a missed engineer appointment, Dan encouraged Robert to reach out to him directly for any future issues. Dan did not ask Robert to call customer support or post another tweet to get attention like any support representative would usually do. Instead, Dan reached across the company’s different channels to give Robert a personalized service experience. When it comes to consoling customers who have a poor experience with the company, a personalized touch always works. Virgin Atlantic leads the way in multiple aspects of omnichannel support. It shows what all can happen when all channels and employees work together seamlessly.
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  • IT Ticketing Systems - How Ticket Software Improve Work Time? IT ticketing systems are electronic tools for managing all inbound calls, emails, chats, social media posts, and customer interactions. The systems aim to efficiently and swiftly track down, record, and deal with problems. Customer relationship management, Best help desk ticketing software, and customer service management systems are the three most popular IT ticketing systems. The best IT ticketing system can enhance both customer care and productivity. If you comprehend ticketing software, you can design a system that strengthens your capacity to meet customer requirements while setting up your staff for success. They go over what ticketing software is, how it functions, some of its features, and some of its advantages, and you will look at how ticket software improves work time which is listed below:
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  • IT Ticketing Systems - How Ticket Software Improve Work Time? IT ticketing systems are electronic tools for managing all inbound calls, emails, chats, social media posts, and customer interactions. The systems aim to efficiently and swiftly track down, record, and deal with problems. Customer relationship management, Best help desk ticketing software, and customer service management systems are the three most popular IT ticketing systems The best IT ticketing system can enhance both customer care and productivity. If you comprehend ticketing software, you can design a system that strengthens your capacity to meet customer requirements while setting up your staff for success. They go over what ticketing software is, how it functions, some of its features, and some of its advantages, and you will look at how ticket software improves work time which is listed below:
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  • Customer support is not an easy job. And as your business grows, managing both internal and external queries becomes tougher. Using a help desk software solution is a great way to streamline support and enhance agent productivity by removing time-consuming and manual processes. By bringing all your customer support interactions to one place, help desk software enables quick resolution and ultimately helps enhance customer experience. Discover A-Z aspects of help desk, and which is the best help desk software solution, in this guide. Here’s an outline of all the topics this guide covers. If you are on the brink of making the final decision, you can jump right on to the comparison sections.
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  • What is Ticketing System & Why Do You Need One? Delight your customers by offering them the greatest experience of their life. Wondering how? Allow me to enlighten you - with the help of a ticketing system. It allows you to properly analyze the issues and offer quick solutions to your customers.
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  • The harsh truth is, your products and services won’t matter if you don’t have customer support and relevant strategies in place. Sales and marketing are typically the lifeblood of any retail business to reach and engage customers. It would help if you had more than this to build a reputed brand identity. Usually, when it comes to customer services, Amazon has an excellent track record. But it keeps making mistakes. For example, in 2018, Amazon failed miserably at resolving a query of one of its regular customers. A loyal customer accidentally purchased an $88 item with a shipping cost of $7,455. Unfortunately, by the time she noticed this, it was too late. She couldn’t cancel the order, and the package was delivered. She contacted Amazon customer service, hoping to resolve the issue. Since she was a long-time customer, she expected to have things resolved relatively quickly. But instead, she had to complain six times and write a letter to the CEO. Even then, the company told her repeatedly that they would not refund the purchase as it was delivered on time. Two and a half months later, she got her story featured on television. It was only after this that Amazon decided to reimburse the purchase. Do you know what could have changed this scenario? A proactive customer response!
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  • The Ultimate Guide to 24/7 Customer Service [+5 Proven Tips] Introduction <span style="font-weight: 400;">Those missed late-night phone calls and delayed responses can cost your business a lot. </span> <span style="font-weight: 400;">The cost of poor customer service is as much as $41 </span><a href="https://visual.ly/community/Infographics/business/10-statistics-why-you-need-247-customer-support-services"><span style="font-weight: 400;">billion</span></a><span style="font-weight: 400;"> per year in the USA.</span> <span style="font-weight: 400;">Also, according to </span><a href="https://www.telegraph.co.uk/business/ready-and-enabled/the-future-of-24-7-business/"><span style="font-weight: 400;">Telegraph</span></a><span style="font-weight: 400;">, people in the UK expect online queries to be dealt with on the same day. </span>
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  • Would love to get customers’ (honest) opinions but don’t know where to start and what to ask? Here’s the ultimate guide that will give you an idea of different ways to take customer feedback. We will be discussing 4 commonly used customer feedback methods (that work!) with some best practices and tools to use. An outline of topics this blog post covers: A perspective on why your business; no matter its size, can’t do without customer feedback. What are your reasons to collect customer feedback Surveys, Surveys, Surveys Use social media as a customer feedback tool
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  • Stop trying too hard! If you and your support team have been following the conventional wisdom – go above and beyond to delight customers; then you need to calm down. Well, I get that it is counterintuitive for most businesses. However, ‘exceeding customer expectations’ is a waste of time, money, and effort. Why the idea of exceeding expectations does not help As per a research from Gartner, when you try to please customers with free services, free products, refunds, etc., the results are not what you would expect. The research also found that when sales and customer success representatives focus on exceeding customer expectations, they end up creating confusion and unnecessary expenses.
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  • Customer support is the backbone of any successful business. Superior quality customer support helps increase customer experience, customer loyalty, and your business’s reputation. If you want to be known as a reputed brand, then it is imperative for you to offer end-to-end customer support of rich quality. In this digital world, offering customer support is not a cakewalk. Customers have a lot of queries, both simple and complex. And more importantly, they want you to resolve them at a lightning pace. In such a scenario, your business can struggle to keep up with the queries without using a robust helpdesk solution. A helpdesk solution is a new-age tool that helps you scale customer support by enabling you to address all these queries quickly and efficiently. But how exactly does it do? Keep reading this article where we have discussed five ways a helpdesk upscales your customer support. Faster Ticket Resolution It won’t be wrong to say that time taken to resolve a ticket is inversely proportional to the customer experience delivered. In today’s fast-paced world, if you take a long time to resolve your customer’s tickets, it might affect or lower their trust and confidence in you. In the worst-case scenario, you may lose a customer and receive brutal reviews, tarnishing your business’s reputation. So, a question arises, “how can you make ticket resolution time faster?” The helpdesk is the answer. Helpdesk is a one-stop solution to boost your ticket resolution speed. It automates routine tasks, giving more time to your agents to focus on ticket resolution. For instance, whenever a new ticket comes, it directly enters the system, is assigned to the respective support representative, and consists of all the required details about the case, making ticket resolution quicker and easier. That’s the list of a lot of time-consuming tasks that your reps don’t have to do. Another key thing helpdesk does to increase the ticket resolution rate is ticket prioritization. It helps your support reps manage ticket priorities so they can solve important or urgent tickets first. They can label and mark tickets that are urgent and need immediate attention. When such tickets are assigned to the reps, it puts them on high alert.
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  • If you ever look at your customer support interactions and wonder why there are a few loopholes, then maybe you need to go back to square one – your customers. I am going to take some liberty in being a little philosophical by saying ‘every person is unique’. Pardon me, but this holds highly true for any business. You can not solve customer grievances, and improve CX with a one-size fits all approach. Imagine sending the same old message with a robotic tone to a furious customer who just found a dead worm in a meal they got from you. Good luck with that! Every customer dealing with you is different and so are their problems and expectations from your brand. Understanding different types of customers and their requirements is the key to delivering great customer support.
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  • Customer support is the backbone of any successful business. Superior quality customer support helps increase customer experience, customer loyalty, and your business’s reputation. If you want to be known as a reputed brand, then it is imperative for you to offer end-to-end customer support of rich quality. In this digital world, offering customer support is not a cakewalk. Customers have a lot of queries, both simple and complex. And more importantly, they want you to resolve them at a lightning pace. In such a scenario, your business can struggle to keep up with the queries without using a robust helpdesk solution. A helpdesk solution is a new-age tool that helps you scale customer support by enabling you to address all these queries quickly and efficiently. But how exactly does it do? Keep reading this article where we have discussed five ways a helpdesk upscales your customer support. Faster Ticket Resolution It won’t be wrong to say that time taken to resolve a ticket is inversely proportional to the customer experience delivered. In today’s fast-paced world, if you take a long time to resolve your customer’s tickets, it might affect or lower their trust and confidence in you. In the worst-case scenario, you may lose a customer and receive brutal reviews, tarnishing your business’s reputation. So, a question arises, “how can you make ticket resolution time faster?” The helpdesk is the answer. Helpdesk is a one-stop solution to boost your ticket resolution speed. It automates routine tasks, giving more time to your agents to focus on ticket resolution. For instance, whenever a new ticket comes, it directly enters the system, is assigned to the respective support representative, and consists of all the required details about the case, making ticket resolution quicker and easier. That’s the list of a lot of time-consuming tasks that your reps don’t have to do. Another key thing helpdesk does to increase the ticket resolution rate is ticket prioritization. It helps your support reps manage ticket priorities so they can solve important or urgent tickets first. They can label and mark tickets that are urgent and need immediate attention. When such tickets are assigned to the reps, it puts them on high alert.
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  • Automation v/s human touch. Now that’s a very interesting topic to talk about. However, finding the right balance between these two can be a slippery slope. Mind you it is not easy, but not impossible either! This post will help you get the balance right. Side A of the argument: Customers prefer automated support. Automation is everywhere – from banking to healthcare to finance to retail. And customer support is no exception. Do you know, that nearly 67% of customers worldwide use automated chatbots?
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  • Did you know that 65% of a company’s business comes from existing customers? Now, if you increase the customer retention rate by just 5% – it can boost your profits by 25% to 95%. However, to have that solid existing customer base, you need to have a great customer support mechanism in place for a higher customer retention ratio. As customer retention is the byproduct of great customer service, it is essential to put customer satisfaction as a prime factor for your organization and work continuously to improve it. To help you achieve your goal to improve customer satisfaction, we have curated this list of 8 tips for customer satisfaction. Let us dig in!
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