If you think ITSM (IT Service Management) is just about technology management, you may want to think again.  Modern ITSM is a strategic approach to designing, delivering, and improving the way IT is used by your internal employees and external customers.  Whether you’re new to this term and wondering “What is ITSM?” or looking to refine your existing processes, this guide is designed to provide you with a thorough understanding of the foundational principles, practices, and benefits of ITSM.  What Is IT Service Management (ITSM)? IT Service Management (ITSM) refers to the activ ..read more

In today’s rapidly evolving customer service landscape, help desk migration can be both a daunting and rewarding endeavor. But what exactly does it mean?  Help desk migration involves the transfer of data and workflows from one help desk system to another. Imagine it as moving from one house to another, ensuring that every item, big or small, is safely relocated to the new place. Explore this small guide to understand all the nuts and bolts of help desk software migration. We will uncover everything from the benefits of migration to the various challenges that can come along the way.&nbs ..read more

Every customer is different — while one may wish to raise a complaint via email, another would prefer an instant solution via live chat.  Amidst such chaos, omnichannel customer support software proved to be a silver bullet for my support team, helping us seamlessly bring conversations from multiple channels into one place.  In this blog, I will reveal 10 tools to master the art of omnichannel communications.  10 Best Omnichannel Support Solutions to Consider This Year  If you wish to do an in-depth analysis of each tool’s feature, pricing, and pros and cons, this section ..read more

Do you wish to take the “trouble” out of customer inquiries and complaints?  Trouble ticket software, also known as help desk software, can be the solution you need. From streamlining customer inquiries to swiftly resolving technical glitches, the tool has helped my team boost service excellence and customer satisfaction.  In this blog, I will share the ten best options that are currently ruling the market with you.  10 Trouble Ticket Systems That Deserve Your Attention Now, it’s time to explore the main section of this blog.  I have explained each tool’s unique features ..read more

At the heart of exceptional customer service lies a timeless quality — empathy.  Understanding and sharing your customers’ emotions can transform routine transactions into meaningful relationships. But how do you imbibe empathy in your team?  Empathy exercises for customer service can be a valuable way to enhance team members’ ability to understand and connect with others, whether they are customers, colleagues, or stakeholders.  In this blog, we delve into a series of empathy exercises designed to hone the skills of your customer service team, fostering a culture of understand ..read more

Is BoldDesk as “bold” and powerful as it claims to be?  My experience with the tool revealed a few limitations, like fewer integrations, the absence of live chat and chatbot functionality, limited reporting, and so on. If you are sailing in the same boat and searching for the best BoldDesk alternative, this blog is for you.  Allow me to share 8 options with you so you never have to compromise on delightful support. 8 BoldDesk Alternatives to Consider This Year Now, if you wish to do an in-depth analysis of each alternative, this section is for you.  Most of the tools mentioned ..read more

Welcome to the future of customer service! In an era dominated by technology, customer service automation software has helped my team support a rising customer base and get more done with limited resources. In this blog, I will reveal 10 customer service automation systems to enhance process efficiency, reduce human errors, and elevate the overall customer experience. Tools Best For Pricing ProProfs Help Desk Automated Ticketing System Free plan available. Paid starts at $19.99/month Zendesk Help Center $55/user/month Freshdesk AI-Powered Ticket Management $15/user/month Help Sco ..read more

If you ask me what successful e-commerce brands have in common, I would always say, “the passion to deliver delightful service.” Timely and reliable support can help assist shoppers, win their trust, and boost your online sales. This is where I think e-commerce customer service software plays a pivotal role.  If you are searching for the right solution, allow me to introduce you to eight options currently dominating the market.  E-Commerce Customer Service Software Best For Pricing ProProfs Help Desk Best for Customer Sevice Automation Starts at $20/user/month (Single plan in ..read more

ProProfs Help Desk and HappyFox are both affordable and feature-rich help desk systems.  While ProProfs Help Desk is great for shared inboxes, automation, analytics, and multi-channel support, HappyFox enables users to collaborate with shared inboxes, automate ticket assignments, and track performance with reports. If you are unsure which one to choose, I will help you compare them across nine parameters, including UI, automation, pricing structure, and more, to determine which tool wins the ProProfs Help Desk vs HappyFox battle! ProProfs Help Desk vs. HappyFox: A Detailed Feature-by-Fea ..read more

ProProfs Help Desk and LiveAgent are two of the most affordable yet feature-rich help desk systems out there.  If you are confused between the two, join me in this comparison to discern which tool provides the optimal value for your investment. Right from the UI and automation to the pricing structure, I have compared the two against each other on nine different parameters. ProProfs Help Desk vs. LiveAgent: A Detailed Feature-by-Feature Comparison Many software users make the mistake of what I call “one-dimensional decision-making.” They would simply compare one aspect of the software sy ..read more