Articles

It bothers me when things don’t work the way they should.

Every growing business encounters a daily onslaught of support requests from potential and existing customers. Even the most elite customer support teams can be defeated by the endless inquiries. The results: missed emails, ignored phone calls, a million open tickets on the support spreadsheet, and a sharp decline in customer satisfaction.

It’s already been established that remote work culture isn’t going anywhere. However, that doesn’t mean offices will simply cease to exist. Many companies are offering flexible work environments for their employees, building in the option to work from home for part of the week. This shift to a more hybrid working environment will require some changes to the workspace with the convergence of the physical and virtual office. 

Customer service is a secret weapon.

People love to overlook the boilerplate in a press release, but little do they know that it’s crucial PR material for showing authority as a company.

Few things are as frustrating as being just hours away from a deadline and having your technology betray you.

What is issue tracking? An issue tracking system is any software application that allows users to record and follow the progress of every customer ticket or "issue" in their inbox until the problem is resolved. Issues can be tracked in the context of software applications, IT services, and more. The issue tracking process begins with customers informing support teams that there is a potential issue that they are experiencing. The issue tracking system records this, and stores it alongside other concerns raised by the customer in the past. An agent on the support teams is then notified that there is a potential issue the customer is facing. By looking at the issue, along with past issues the customer has logged, agents will have a much greater understanding of how to best resolve the customer’s problem. This personalized approach increases user satisfaction and can potentially help retain customers. 

Information technology is at the forefront of modern businesses.It’s the core element that enables day-to-day operations in organizations. ITSM, or IT service management, takes care of this core element and optimizes it for better outcomes while driving business value. It wraps around the IT infrastructure and streamlines processes in the service lifecycle, enabling teams to operate strategically. Furthermore, ITSM software available on the market facilitates it by enabling more efficient, standardized, and effective service delivery.  Let’s dive deeper into understanding ITSM and discover how it can help you optimize your IT infrastructure.

The cloud is here to stay.

Auctions have become more and more accessible as they’ve moved into the digital realm.