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A Customer Support Photo is Worth a Thousand Words

This is part two of a three-part content series between Freshworks and Textline. You can read part one: “9 reasons your customers want to be able to text support” here. It shouldn’t come as a surprise that a photo can greatly enhance any text message you’re trying to send. That includes messages you send in a customer support role to help customers solve a problem or those texts your customers send you.


Customer Service in 2021: Everything You Need To Know

Customer service might sound easy, but it isn’t. All it takes is one badly-thought-out reply from a customer service agent to go viral and you have a PR headache on your hands. On a more granular level, a single customer who leaves any interaction with you feeling deflated isn’t going to be referring their friends your way. Your customers’ needs are complex and their expectations are constantly changing, and you need to evolve with them.


6 Best Practices for Better Help Desk Management

The past year has emphasized the importance of digital experience, especially in service delivery. For organizations forced to adopt flexible remote work policies, the IT help desk has been instrumental in business continuity. If end users in your organization are still struggling to find the necessary resources to support their technology, or if IT is still adjusting to the influx of tickets and requests, it may be time to evaluate the foundation of your strategy.


How an ISP uses OneDesk to manage its workflows

Any company that provides a service has a number of routine workflows and procedures that they utilize to support their customers. An internet service provider (ISP) is no exception—everything from setup to maintenance to billing can be encapsulated as a workflow that is refined over time in order to provide the best experience for the customer. While these workflows are being improved and iterated on, it can be challenging to apply the workflows to multiple customers without a proper setup.


Part 1: B2B Customer Support Transformation Imperatives

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.


How to improve employee engagement using technology in 2021

Facing the impact of the pandemic as we get into 2021, keeping employees engaged is a top priority and challenge for business leaders and enterprises across the globe. Simply put, organizations that do not provide easy accessible tools for enabling online collaboration and steady communication among teams may see its employees disengage and lose motivation.


ServiceNow's leaders unlock innovation

As we enter the new year of 2021, tune in to hear from ServiceNow leaders and learn about new ways to unlock innovation at work to manage change with instant agility, with this month’s two-part blog series. NATS and ServiceNow best practices: AIOps-driven automation drives faster resolution Enterprise organizations rely on intelligent monitoring of their growing digital service footprint for visibility.


Why we need inclusive design

The World Wide Web is for everyone, right? Sadly, when it comes to digital experiences, it’s more of a bob and weave if you are not a ‘typical’ user. Which is why inclusivity in design is much more than a buzzword now. As we edge toward a digitally native population with a vibrant and varied demography of people who are connected by a digital environment, it’s time to question some of the design assumptions we have.