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customer service satisfaction

Five benefits of a single point of contact in a service company

Seeking a solution for overcoming a potential bottleneck in the customer service and support process may require a detailed analysis. Among the most common solutions is to establish a single point…
June 24, 2023Tags: customer satisfaction, helpdesk, single point of contact
top it helpdesk practices

Top IT helpdesk practices driven by customer satisfaction

One of the most common frustrations of customers and IT helpdesk representatives is when a customer request has to get resolved outside of the helpdesk. A typical scenario is as…
February 2, 2023Tags: customer satisfaction, it helpdesk, practices
service catalog SLA

Help Desk Service Level Agreement (SLA) and Service Catalog

The first step in creating a Help Desk Service Level Agreements (SLA) is to create a Service Catalog. At the most basic level, a service catalog provides a list of…
December 14, 2022Tags: IT services, service catalog, SLA
software maintenance costs

Software maintenance costs and best practices

As the twenty-first century advances more than 50% of the global software industry is engaged in modifying existing applications rather than writing new applications. This fact by itself should not…
December 2, 2022Tags: best practices, costs, software maintenance
help desk personell

Motivating help desk personnel

Transition to a competitive environment The motivation is one of the great challenges of managing helpdesk. Keeping morale among support staff and encourage them to strive for continuous improvement is…
November 17, 2022Tags: customer support, helpdesk, it company, personnel
customer service software

Customer Service Software for Online Business

Customer service software has gained significant traction among online business enterprises. There are various advantages that can be realized by utilizing such solutions to streamline service operations. This software is…
October 30, 2022Tags: best practices, customer support, improvement, it company
Support ticket categorization and classification

Support ticket categorization and classification

One of the challenges associated with logging a customer request is a ticket classification; a ticket must be accurately classified in order to set the basic for further resolution process.…
August 16, 2022Tags: categorization, classification, support ticket
Help Desk Software Automation with Workflow Engine

Help Desk Software Automation with Workflow Engine

Automated help desk software is one of the pillars of successful customer service and support. As their businesses grows, companies realize the necessity of having an automated help desk system…
February 8, 2022Tags: automation, customer support, helpdesk, workflow engine
knowledge base

Knowledge Base as the Foundation of Helpdesk Software

Each customer support center needs a helpdesk software solution to ensure a good starting position in the customer satisfaction game. One of the most important resources needed to improve customer…
January 24, 2022Tags: artificial intelligence, knowledgebase

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