Teams | Collaboration | Customer Service | Project Management

As organizations continue to settle into working remotely due to the ongoing crisis, customer service is under strain to deal with the rising volume of inquiries. Understandably, customers are looking for information on how the current situation affects the products and services they rely on. So how can self-service help companies reduce the burden on their agents and employees? To understand that, we had a conversation with Mr. Sagi Eliyahu, the CEO of KMS lighthouse.

The average office worker receives 121 emails per day. When faced with information overload such as this, it can be easy to let your guard down and fall for a phishing attack. Phishing is one of the largest security threats out there. They take many different forms and often resemble the types of communications you receive every day — internal team communications, special offers from your favorite companies, or specific emails that pertain to your role (support tickets, leads, incidents, etc.).

Ask any business leader, and they’ll tell you that yes, of course, they want loyal customers. But the path from prospect to loyal customer is not a straight line. In fact, it’s fraught with twists and turns, and one wrong move could cause people—even repeat customers—to wander in another direction.

Congrats — you have a product or service that people appreciate enough to pay for. But your offering, even if it’s the very best, is not enough to guarantee that your customers are going to keep on being your customers. In order to cultivate customer loyalty, an essential component of your success, you have to also cultivate solid relationships with your customers. A huge part of any relationship, of course, is communication.

Being confined in our homes has been an unfortunate reality for most of us these past few weeks. But why despair when you have apps that help you keep abreast of ticket status regardless of whether you have access to the internet or not, provide remote support to your customers at the touch of a button, and answer calls without disrupting your work.

At OneDesk we continue to work hard to bring new features to the OneDesk platform. We have many more updates planned, so keep your suggestions coming. This post will give you an overview of the features of this new release, but over the next couple of weeks we will be writing more in-depth articles on each of the major new features. So without further ado, here are the big new things in the March 2020 release of OneDesk.

Work from home has us feeling isolated and stir-crazy. We hope you can nerd out and lose yourself in this month’s integration bonanza.

Business continuity is a challenge we are all currently facing, as most of us are unable to step into our office. During this time of social distancing, businesses rely on technology and software to collaborate with our team, interact with clients, and update information. Software applications can be broadly categorized into two categories: ‘on-premise’ and ‘cloud’.

Communicating an ongoing crisis is a mammoth task for any business. Even more so in the time of a pandemic like the novel coronavirus. Unless you have a detailed crisis communication plan in place, the lack of clarity and information might put your frontline support reps in a tight spot when they are trying to reassure your customers.