Teams | Collaboration | Customer Service | Project Management

Knowledge management is the ITIL practice that increases service desk resolution rates, and improves technical skills and everyone’s experience. Done well, a shared knowledge base will help technical teams and end-users. In this sense, knowledge base articles are a great way to build a library that provides valuable insights into how things work. By giving access to these articles, we are spreading resourceful information (a great asset!) across the organization.

According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2022 prefer digital-first experiences, they expect service providers to keep up with quality customer service across channels. As companies revisit their customer service strategy, they can take a leaf out of companies that get customer service right.

Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems.

The COVID-19 pandemic caught many industries off guard, and the call center sector is no different. With the onset of the pandemic, customer service BPOs like the Philippines-based Phoenix Virtual Solutions had to find ways to adapt to a remote work environment and move away from on-premise technology and in-house call center representatives. In doing so, many faced challenges, which proved to be lessons in disguise.

OneDesk includes multiple customer-facing apps that you can use to enable communication with your customers. The apps include the web widget, messenger, portal, knowledgebase and webforms. Each app provides channels for customers, clients, or end-users to receive support or collaborate with your team. The web widget is an icon displayed on your site which allows easy access to the other apps. The messenger is a live chat application between your agents and customers.

Ticket management is key to speeding up customer service and improving its quality. Time saved on routing and responding to helpdesk tickets can be invested in offering more personalized, in-depth assistance once an associate contacts a client. This is why efficient ticket management isn’t just about speed but also quality.

With inflation on the rise and an uncertain economic environment ahead, customers are rethinking their purchases. By focusing on what really matters to customers, retailers can offer an affordable yet memorable Christmas shopping experience this season.

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them. Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind.

As the world turned digital, the FinTech industry was ready to ride the wave. But now the market is showing signs of slowing. FinTechs that are not growing their user base are at risk of being acquired. And because there are now so many players in the digital space, there’s fierce competition to keep and acquire new customers. And therein lies the key to success: customers. More and more, the distinction between a stellar FinTech and a struggling one is the quality of its customer experience.

Over the last decade, hospitals and healthcare organizations have digitalized their processes — and with increased digitalization, the role and responsibilities of the IT department and service desks in the healthcare sector have grown significantly. Nowadays, most providers keep digital or electronic medical records and use advanced hospital management systems. Hospital equipment manufacturers are also following these trends, and developing products that connect or sync with digital systems.