Managing customer requests and complaints is an uphill battle without the right technology and team in place.  While searching for the right technology for your support team, you will likely come across multiple help desk examples and types – IT, HR, technical support, or multilingual help desk.  Whether you are looking for a help desk to manage customer service issues or employee grievances and requests, there is a solution out there for you.  In this blog, we will understand the definition of a help desk and how it can help you automate support and deliver delightful customer ..read more

In this battle of CRM vs. ticketing systems, which tool deserves your attention?  If you prepare a list of the most popular tools used by modern organizations, you will likely find CRM and help desk ticketing systems in the top five.  A CRM is primarily used by sales and marketing teams to access customer data and enhance customer relationships. Whereas a help desk ticketing system plays a crucial role in tracking customer communications and improving the customer experience.  There is no surprise that most people use the terms CRM and ticketing system interchangeably. So are t ..read more

Do you feel a sense of confusion around the terms customer success vs. customer experience? You are not alone.  Business terminologies can seem greek to most people. But understanding the smallest of differences between important terms can help you become a customer-centric brand.  The quality of both customer success and customer experience can help you alter the customers’ perception of your brand, encourage repeat purchases, increase loyalty, and drive business growth.  Customer success (CS) is a term that has gained massive popularity in recent years. But what does it actua ..read more

Human resource professionals are considered the unsung heroes of any organization. But increasing attrition rates, employee expectations, and hiring challenges have put these heroes in deep water.  So what can you do to support those who support your valuable employees? An HR ticketing system can help your team rise above hundreds of paper resumes and thousands of unread emails. You can track every employee request from start to finish, prioritize urgent issues, encourage self-service, and measure the employee experience.  It is wonderful to see that employee support and engagement ..read more

If you look closely, you will find that all great inventions were born out of pain points. The pain of commuting on land was solved by aviation technology; real-time communication was made a reality via the internet.  Similarly, for 21st-century entrepreneurs to create everlasting products and woo a wider audience, they need to address customer pain points. The CEO of Yelp, Jeremy, expresses this idea the right way.  “Choose something you are passionate about – or a pain point that has affected you and that you feel really needs to be changed.” – Jeremy Stoppelman From concerns arou ..read more

IT support teams are always dealing with end-user complaints, inquiries, and service requests. But can you really delight end-users if you don’t know how to differentiate between them?  When you run a business, service requests can come in from all directions. While an employee requests for a new laptop to be issued to them, hundreds of customers share password-reset requests.  Service request management has helped IT teams across the world to enhance the service experience and streamline internal operations. But a clear understanding of what service requests are, how they can be tra ..read more

Wouldn’t it be great if your favorite brands never made a mistake? Sadly, we don’t live in a perfect world.  Think of any Fortune100 companies (Apple, Disney, Amazon), and you will see they have one thing in common – they still receive customer complaints. If complaints are so mainstream, how do you handle them without losing the customer?  The best and smartest businesses know the answer can be found in using customer complaint email response templates. These are pre-designed responses that can be used to handle all blunders – from late product deliveries to missed project deadlines ..read more

Front is a popular customer communication solution that was founded in 2013. After almost a decade, today, the tool is used by thousands of businesses across the globe.  But despite its promising features and simplistic design, why are people searching for the best Front alternatives?  Front might be a great shared inbox tool, but it doesn’t qualify to be a full-fledged help desk solution. The software is quite expensive, and on top of that, it misses out on some must-have features, such as chatbots and a knowledge base.  Have you outgrown Front like most people? Don’t worry,&nb ..read more

Does your team use Google Workspace for customer service? We assume you are not happy.  Google Workspace is a great platform for managing internal communication and collaboration. But, many support heroes and industry experts feel it isn’t designed for growing customer service teams. Hence, the search for Google apps help desk makes great sense.  Here is the moment of truth – Gmail alone isn’t enough for customer service. Google Workspace and delightful customer service don’t always go hand in hand.  While basic queries can be handled using Gmail, you need sophisticated help des ..read more

If you are on the hunt for the best help desk software, chances are you must have come across two software giants – Freshdesk and Help Scout.  While both tools are popular in the industry, they are still unique in their own ways.  So between the battle of Freshdesk vs. Help Scout, which one has the upper hand? Which tool can meet your customer service needs and help you save more in the long run?  We understand you are all full of questions at the moment. Don’t worry, you are not alone. Thousands of people get confused while choosing the best help desk software for their teams ..read more