The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.


Part 2: Soft Skills Customer Service Staff Need to Make Customers Happy

Whether you are a customer support professional or manage a team of agents for your company, certain soft skills can significantly impact how positive each customer interaction will be. In Part 1 of this series we explored two, and here in Part 2 we take a close look at a few more soft skills that support staff should master in order to provide the best customer experiences. 4. Organizational & Time Management Skills


5 Service Desk Tickets Sure to Keep You Awake at Night

It’s the witching hour and the night is cold. Something feels eerie—it seems calm, but you’re not sold. You turn your computer on and to your despair, Through the garishness of the screen It was sitting there. That service desk ticket. The one you thought was finally resolved But it’s back, and with a vengeance Ready to wreak havoc on all involved. This is just the beginning of your nightmare And the scariest part, you haven’t even read.


How to pick customer segmentation software that will scale with your team

Customer segmentation involves classifying customer data by specific traits to learn more about the groups that make up your customer base. The more you understand them, the better you can serve them. There are countless ways to segment customers - by age, location, occupation, account type, company size, and more. Unless you’re prepared to keep a few thousand Post-it notes on hand at all times, you’ll need a sophisticated software solution for capturing and analyzing all that data.


Let's start a revolution: Analytics in Action

At ServiceNow, we define analytics as using data to make better, faster decisions to run the company. We use analytics to not only spotlight every corner of our operations, but we also to spark growth, by giving our employees data-driven decision-making capabilities. That means they can take action every single day by using data and digital workflows. In order to drive data-driven decisions, we created a user-centric analytics program based on five major elements, which are listed below. 1.


How to Build an FAQ Page (with Templates + Examples)

In this article, you’ll learn how to build an FAQ page that your clients will love to read and your staff will love to reference. We’ll also talk about: By the end of the article, you’ll know how to build a perfect FAQ page to answer your customer’s questions and streamline your customer service process. Let’s get started.


Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius, 95% of customers indicated that customer service is a decisive factor in their brand loyalty. In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from.


8 Service Desk Processes to Start Automating Today

Automation has evolved from being a management consultant’s go-to-advice to being a central part of every organization’s strategic plan. The biggest misconception about automation is that it is exercised in areas where the company wants to reduce human capital. Contradictorily, automation standardizes mundane processes and frees employees to focus on more value-producing activities that require their unique skills and knowledge.

IT Helpdesk Chatbot

Workativ is workplace support automation SaaS platform designed to transform the way companies provide IT support to employees. To reduce Helpdesk and IT support costs, Workativ  helps companies purpose-build a IT Helpdesk Chatbot with out-of-the-box workflow automation capabilities to help employees self resolve repetitive issues and service requests autonomously without the need to contact Helpdesk. 

Choosing customer service software for your startup

Nearly half of startup leaders we surveyed for the Startups CX Benchmark Report 2020 said they are actively looking for a customer support solution. These are the top reasons they cited for needing customer service software: If any of these sounds like you, then read on for tips to help you find a CX solution that aligns with your goals, your culture, and of course, your budget.