Apr 29 2021
Reasons Not to Outsource Customer Support
I've recently bumped into several conversations about outsourcing customer support, mostly among bootstrapped software founders who are (obviously) overwhelmed with work.
I've recently bumped into several conversations about outsourcing customer support, mostly among bootstrapped software founders who are (obviously) overwhelmed with work.
How should a support agent deal with unresponsive users - who create tickets and then don't respond? ITIL tells us an incident should only be closed by the user who created it. Otherwise the ticket should be put "on hold". But in reality... There's only so much you can do:
Tagging is the bane of many support teams' existence. Do you do it manually? Use Zapier to build automated tagging? Use a dedicated tool to tag tickets based on customer sentiment? Set up daily reminders to make sure tagging actually happens? There are so many options—it can feel overwhelming!
Privacy and security of our customers are our topmost priority. Here's what we've been busy with lately:
In the world of help desk software, we always want to stay on top of what’s happening in customer service.
Are you still using a shared inbox for the help desk or support function?
It’s common for businesses to implement a shared inbox during the early stages, especially while their operation is still small. Shared inboxes can work while you’re still small enough to manage volumes, but often start to fall apart as you get busier.
The help desk is a hub for many activities.
Primarily, it’s about providing excellent service or support to customers and users. However there’s another worthy cause your help desk is in a prime position to assist with: gathering insights that can help make improvements within the company.
In fact, you could say that doing so is optimizing how you use help desk resources. Actionable insights could make a huge difference and help your company to take a proactive stance.
We love operating in the IT world, but it's definitely full of jargon!
In the space of help desks or service desks (the two terms are often used interchangeably), a commonly asked question is, what is an enterprise help desk?
Your help desk or service desk is often the first port of call for customers or the users that you serve.
Change can be scary. When you get comfortable and familiar with a particular process, it can feel strange to move beyond what you’re used to. While certainly different from the older way of doing things, automation creates a better experience for your team and your customers alike.
