Teams | Collaboration | Customer Service | Project Management

If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be sure your clients are receiving properly tailored support. On the other hand, you’ll want your agents to have centralized communication and a streamlined workflow to manage tickets and tasks, even across brands. Luckily, OneDesk’s robust customization options allow companies of all kinds to to set up their apps to best fit their needs.

When something works for a specific part of your company, it makes sense to look for ways to apply it to other sectors. Enterprise Service Management (ESM) is your go-to strategy when attempting to optimize, streamline, and generally improve service throughout your organization.

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry. In customer care cases, it’s important to be professional yet empathetic, and always remember the purpose of customer support, uplifting your customers and driving retention.

As unfortunate as it is, having poor experiences with businesses seems to be a universal truth for everyone in the 21st century. Even with the internet and all of the conveniences of the digital age, products still don't arrive, they break, or they don't operate the way they are supposed to. On a basic level, disappointment is inevitable.

Support reps or business owners may find themselves in a fix when they have to say no to customers. Chances are that your customer may have asked for a feature you don’t offer or requested for an unreasonable service, shared concern about a company policy, or given unsatisfactory feedback for your product. Saying no to a customer should count as an essential skill for a customer support representative. But how do you say no to customers in a positive way?

The role of the IT service desk manager is not an easy job. It takes a lot of knowledge and experience to manage an IT service desk efficiently. With rapidly evolving technology and accelerated product launches, service managers have to be constantly on their feet and with their eyes trained on the horizon to ensure seamless IT delivery to their clients. Modern service desk solutions and frameworks have helped considerably. Many tasks can be automated and delegated more efficiently.

We all realize that customer feedback is a goldmine of insights. But it’s easy to lose track of what your customers expect, want, and need from your business. That’s why you need a structured and organized feedback management system, a.k.a, a Voice of the Customer(VoC) program that taps into the voice of every customer segment to gain business value. If you’re looking for more reasons, techniques, and best practices to kickstart a VoC program, then we’ve got you covered.

What is the one skill that everybody in customer support must have? Ask this to anybody who’s been in customer service for a while and ‘empathy’ would be high up on the list. We’ve put together a short guide on the importance of empathy in customer service and tips to empathize with customers better. You can use the following links to navigate through the blog. – Why is empathy important in customer service?