The 5 Levels of Help Desk Support (And Why You Need Them)
There's more to the help desk than you might think. Find out the differences, scenarios, and job descriptions needed for these 5 levels of IT support!
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Best practices on maintaining your agent workforce
Recently the Zendesk Community showcased our best practices on how to manage & maintain your agent workforce. This is part two in our series, hosted by Cat Hurley, Director of Customer Advocacy, where she covered how to empower your team to thrive, work through growing pains as they arise, and plan ahead to handle changes in a looming turbulent marketplace. We were also joined by Jared Loman from Kajabi, who shared his expertise & experiences on our focus topic!
7 Steps to Start an IT Consulting Business
IT professionals interested in starting an IT consulting business are in luck. We’re here to guide you through the essential framework of starting your consulting service. If you haven’t already, check out our other articles on the basics of an IT Consultant Job Description & Main Tasks and How to Become an IT Consultant. These should give you a solid understanding of consulting firms and IT business consultants.
How Chatbots Have Improved and Elevated The Human Experience
Ever wish a robot could cook or clean for you? We might not be on Jetsons-level technology, but for customer service and sales professionals, the robot assistants are already here. When you hear “chatbots” what do you think of? Helpful robots, conversational cannon fodder, or malevolent machines bent on siphoning off human employment? Well for one, chatbots aren’t coming for Customer Support jobs. Secondly, the others are both correct, but only to an extent.
Bug Tracking with OneDesk Software
A bug tracking tool allows testing and development teams to record and track bugs in their software. Log, track, and monitor bugs, automate processes, and communicate with your team and customers with OneDesk’s robust set of features.
Real Time Communication with Live Support Software
A live support software system is a handy tool for businesses. It is a great way to provide customer support for your business. It allows real-time communication between employees and clients; hence it can be a great addition to your customer service arsenal. Well, while chat systems are becoming more and more popular, there are many types of live chat software out there. Some are free, some you pay for, and some are even cloud-based. But don’t fret.
How to Win Back Frustrated and Unhappy Customers
No matter how great your products or services are, some customers are bound to run into problems. That’s an unavoidable truth of business — but you can still avoid losing unhappy customers by dealing with them in the right way. Interactions with your support team can make all the difference in how your unhappy customers behave. A negative interaction could lead them to write off your company forever, while a positive one could convert them into a loyal customer for life.
3 Reasons Your Support Team Needs A Chat Tool
Watch and find out how your Customer Service team can better connect with your customers and provide improved support.
10 Must-Have Features in a Service Desk Issue-Tracking System
Every company wants to scale up. An often overlooked aspect of scaling is customer relationship management (CRM). And service desk issue-tracking systems (also known as ticket management systems) are essential to CRM. Consequently, customer issues, inquiries, and complaints start to increase. Dedicating a significant portion of a company’s workforce to sifting from call to call and providing customer support takes a lot of work and resources.
Startup growth-hacking strategies are not one-size-fits-all
There’s no such thing as a foolproof startup growth hack. There’s lots of talk about some of the most famous growth hacks, but they’re usually not repeatable because everyone needs to find their own magic formula: a combination of foundation-building, customer focus, timing, and luck.