What makes for an excellent helpdesk experience?
Your helpdesk is a key customer service channel; if it doesn't deliver as well as it should, you'll soon hear about it with complaints or even poor reviews.
How does your company track and measure the effectiveness of your ticketing system?
Reporting is an important feature to pay attention to because through reporting, you can gauge the “health” of your customer ticketing experience. You can track key metrics and take action to improve them.
“Operator,” “representative,” “human please!”
Customer service has come a long way in terms of available technology, but one thing remains constant: people still want service from humans! If anything, the technology we have today has helped to increase expectations from customers, particularly when it comes to getting answers or speed of service.
Are you using or leaning toward using a self-hosted ticketing system?
While many of our clients choose to use our hosted, SaaS version of our ticketing system, we also offer self-hosted for those that prefer it. Choosing this option means that you take more responsibility and control over managing it.
There comes a time in every support technician's career when they stumble into a situation they've never encountered before. Being out of familiar territory is uncomfortable, and sometimes wrong decisions are made.
How you deal with your support tickets determines a lot of things:
Zendesk is a popular choice in the help desk software market. It has integrated customer support with add ons like knowledge bases and live chatting. WIth a wide array of package choices, Zendesk has a powerful suite of tools to get any support team up and running at full-capacity.
SLAs, or Service Level Agreements, are an agreement between your support staff and the customer. They establish the timeline customers should expect when contacting your support staff. This SLA guide will walk you through what an SLA is, how to create one, and the SLA best practices.
Help desk software is a tool used by support members throughout the corporate space to respond to customer questions. It's usually not just one tool, but a combination of many that support technicians use to manage all incoming queries.
We are happy to announce three big new features. All of them were requested for a while now. And all of them are already live for the hosted customers so you can go ahead and give them a try. We'd love to hear your thoughts on how you think we can improve them.
