Teams | Collaboration | Customer Service | Project Management

OneDesk offers two pop-up widgets to choose from when embedding the OneDesk customer applications onto your website – the OneDesk Customer Widget, and the new OneDesk Widget (Beta). These widgets serve similar functions, yet there are circumstances where you may prefer to embed one onto your website over the other.

Admittedly, it’s been a minute since I’ve dusted off my crystal ball – closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then. During the past few months, I’ve been thinking a lot about this quote from futurist Roy Amara: “We tend to overestimate the effect of technology in the short run and underestimate the effect in the long run.”

When it comes to customer service metrics and call center KPIs that measure team efficiency, no metric does a better job than average handle time (AHT). A high average handle time signals critical red flags that need to be attended to immediately. This includes warnings about process inefficiencies, the quality of the training you offer, the ease of access to information and resources, and more. So it’s essential to monitor your average handle time, at all times, to make sure it stays low.

OneDesk is flexible and customizable helpdesk and project management tool, allowing for custom fields and lifecycle statuses. In this way, OneDesk can be utilized to fit many different teams and workflows. The following article discusses a helpful feature of OneDesk called ‘validation on status change.’ This feature helps your team make less errors when working on tickets or tasks by prompting them to complete actions before changing a lifecycle status.

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?

The Mobile-Friendly OneDesk (MFOD, beta) contains a Ticket Portal and Task Portal for your customers to view their submitted items. Customers can submit new tickets and tasks directly to you using this portal, as well as participate in conversations inside their items.

From the back office to the boardroom, internal support teams – such as HR, Legal and Facilities – are now front and centre with leadership teams. Not only are they leading company efforts to redesign the workplace, but they’ve also become a vital tool in helping to attract and retain top talent as more and more workers consider leaving their jobs.