ProProfs Blog

FEBRUARY 21, 2020

The best way out is to choose the best help desk software for small businesses. That’s the whole context of this blog – how to choose the best small business help desk ! What Is a Help Desk Software for Small Business? Why Do I Need a Help Desk Software for Small Business?

Customer Support 142

Customer Support Management Marketing 142

Select VoiceCom Blog

NOVEMBER 20, 2022

Investing in partnerships like an IT help desk makes processes more seamless and boosts employee productivity. Consequently, integrating an IT help desk in an organisation results in improved communication, work flexibility and satisfaction, and employee retention. What is an IT Help Desk and What Does It Do?

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Quiq

AUGUST 4, 2022

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? Data can help drive success, but collecting the wrong metrics (and too many) can cause overwhelm and unnecessary stress on your team.

Metrics 70

Metrics Chatbots Best practices Contact Center 70

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture.

Chatbots 84

Chatbots Engineering Self service Consulting 84

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. As illustrated in the graph below from Buffer’s State of Remote Work Report , remote employees primarily struggle with collaboration, communication, and loneliness while working from home. What commitments do we have this week?

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Return Customer

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Uninformed help desk agents.

Chatbots 67

Chatbots Interactive Voice Response Best practices Customer retention 67

VirtualPBX

JULY 7, 2022

Need to step away from your desk phone and don’t want to miss an important phone call? The Virtual Extension feature can help you stay connected by providing an extension to another phone number. Price Reductions To Help You Stay Within Budget. Also Introducing Our Newest Feature: Virtual Extensions.

voip 98

voip Call Logging Call flow APIs 98

VirtualPBX

JUNE 25, 2021

Furthermore, you can enhance your meetings by screen sharing, recording conferences, receiving conference reports, and fine-tuning conference settings. Hot Desking. Hot Desking perfectly suits organizations with staggered schedules or employees that split time between their office and home. Advanced Call Reporting.

voip 72

voip Enterprise Personalization Management 72

Totango

DECEMBER 26, 2021

According to a study by Deloitte , organizations that promote a healthy work-life balance report two times more productivity than those that do not. You can help your employees achieve a positive work-life balance by encouraging them to prioritize their personal lives over their work lives. Optimize Workspaces for Mental Health.

Enterprise 102

Enterprise Personalization Best practices Management 102

ProProfs Blog

APRIL 24, 2019

According to a HuffingtonPost report, 91% of customers who do not complain simply leave your business. Ensure your help desk customers relish a great service experience by directing that experience on your own. Are you looking at a huge list of reports to supervise the performance of your operators ?

Customer Service 92

Customer Service Journey mapping Entertainment Customer Support 92

Interactions

MARCH 27, 2023

There’s no effective way to monitor agents to ensure adherence to clean desk policies, that the agent doesn’t retain PCI for illicit purposes, or guarantee another person isn’t within earshot of the conversation. Developing clear policies and procedures will help provide a framework for agents to follow.

Contact Center 62

Contact Center Personalization 62

delighted

APRIL 13, 2021

These free integrations make it easier than ever to incorporate real-time customer feedback into your help desk and product experience platform, so all of your customer conversations are in one place. Head to the Help Center for detailed setup information. The Delighted + Teamwork Desk integration.

Surveys 88

Surveys Feedback Metrics Customer Support 88

Help Scout

APRIL 27, 2021

Is there anything happening with our product or service that customers are reporting right now? What information do we need to start collecting in order to help these people? Is the CEO’s best buddy still waiting for help? Our own team at Help Scout shared their triage model in this article. Who is at risk of churning?

Management 118

Management Self service Technical Support APIs 118

ProProfs Blog

JANUARY 10, 2019

If your answers to these questions are a “No”, it is high time you employ in your business – a customer support tool, such as help desk ticketing software. Your agents cannot perform optimally without support desk software in place. It also enables them to help customers effectively and promptly.

Customer Support 94

Customer Support Surveys B2B Customer Service 94

InGenius

JULY 16, 2018

If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Bonus: these reports are great for figuring out the most common questions customers ask.

Contact Center 149

Contact Center Call Logging CRM Enterprise 149

Revation Systems

FEBRUARY 21, 2024

He said, “We’d have to flip over to desk phones and it wouldn’t call-route.” How LinkLive Has Helped Banner Banner has now been using LinkLive’s VoIP phone system for nearly three years. Larsen was further frustrated because “skill-based routing wasn’t available and all the phones would ring at once.

Healthcare 62

Healthcare voip Technology Sales 62

JustCall

MARCH 10, 2023

Help desks are platforms that store and organize communication details to improve support and service. These gateways to information and assistance help customers and employees get to the meat of the matter. As such, a help desk workflow must be optimally designed to offer instant value. Here’s a detailed look.

Employee engagement 40

Employee engagement Self service Consulting Consulting 40

Nicereply

MAY 25, 2021

We’re here to help. This is where benchmarking is helpful. Knowing what similar companies are seeing in their survey results can help you set realistic goals for your own surveys. Zendesk calculates separate benchmarks across different industries, using the CSAT survey built into their help desk functionality.

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Benchmark Surveys Entertainment Customer effort 111

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. In this article, we’ve listed some of the best customer service tools to help you and your team be efficient in delivering a fantastic customer experience.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ProProfs Blog

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. Why is Support Desk Important? After all, you cannot afford bad customer service. Real-life Example.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

ProProfs Blog

FEBRUARY 7, 2019

This is where you need a help desk ticketing software. No less than a bug tracking software, ProProfs Help Desk enables agents to track customer issues and requests. What I find the most interesting about a help desk software is that it comes with a “notifications” feature. Reporting and analysis.

Customer Support 88

Customer Support Management Customer Service 88

Nicereply

APRIL 20, 2021

Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know. This context will help you replicate the issue, as well as respond appropriately to the customer. Has the customer reported it happening before?

Customer Service 105

Customer Service Engineering Accountability Customer Support 105

ProProfs Blog

JANUARY 9, 2020

Address the issues with the smart and expert customer help desk from ProProfs and resolve all the troubles smartly and rapidly! So, if you want to reduce customer attrition, we suggest opting for some smart and modern customer help desk solutions such as ProProfs Help Desk. .

Customer retention 130

Customer retention Customer Support Marketing Education 130

ProProfs Blog

JANUARY 10, 2019

Customers today are highly demanding and look for instant help. Help desk software is that member who can simplify the job of their agents by automating their processes. Help desk software is that member who can simplify the job of their agents by automating their processes.

Customer Support 94

Customer Support Self service Surveys Management 94

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves.

Self service 110

Self service Accountability Airlines Customer Care 110

ProProfs Blog

APRIL 11, 2019

It is crucial for anyone to understand what exactly a help desk software is before learning about its use. Help desk, also known as service desk, is a one-stop point of contact to tackle a company’s internal and external issues. It helps to offer centralized information and support management service.

Complaint resolution 79

Complaint resolution Metrics First call resolution Customer Support 79

Wowdesk Blog

FEBRUARY 28, 2020

With the right help desk system, your business can work more efficiently, manage things in a better way, and will definitely help your team with analysis, prioritizing upcoming interactions, handling customers more effectively, collaboration, and beyond. Key Features To Consider In Help Desk Software.

Self service 52

Self service Service level Management Best practices 52

TeamSupport

DECEMBER 21, 2021

As the shift to online conversations and conversation bots is increasingly cemented in B2B software, it’s more evident than ever that live chat isn’t an investment only for support and help desk software – it’s essential across all facets of a successful business and all customer-facing teams. Live Chat Grows Business Revenue.

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B2B Airlines Sales Customer Support 98

ProProfs Blog

JANUARY 18, 2019

The tool comes with reporting and analytics feature , and this feature allows you to gain insights into customers’ service experience. It is crucial for any business to check how well their help desk software performs and also assess customer support. In this blog, we take a look at a few of the most critical help desk metrics.

Metrics 87

Metrics Customer Support Wait times Analytics 87

Wowdesk Blog

APRIL 2, 2020

You need on-premise help desk software to streamline your communication. On-premise help desk software is becoming popular day by day as you don’t need to spend additional money and time to handle customers at your end. It is called a cloud-based help desk software. Benefits of On-Premise Help Desk Software.

Metrics 52

Metrics Accountability Management Customer Experience 52

Win the Customer

MARCH 16, 2015

The ultimate goal of help desk software is to collect, prioritize, close, document, and report on issues in order to achieve the maximum positive customer experience from customer service. In a recent report by Software Advice on the current state of help desk software (i.e.

Customer Experience 118

Customer Experience Call Center Technology Customer Service 118

Hodusoft

JULY 13, 2022

How Does An IP PBX System Help Real Estate Businesses Thrive? As per the Hosting Tribunal report, an estimated 61% of businesses have switched from traditional phone systems to VoIP solutions. An IVR (Interactive Video Response Technology) can help realtors save businesses from redundancy. What is an IP PBX System?

Real estate 105

Real estate voip Interactive Voice Response Finance 105

ProProfs Blog

APRIL 8, 2019

Through a help desk software ! A Help desk software is a simple tool that helps customer service operators to provide delightful support by keeping track of their issues and resolving them in real-time. How can a help desk software improve customer service in healthcare? Offer Self-help to Customers.

Healthcare 74

Healthcare Customer Service Customer Support Consulting 74

Wowdesk Blog

AUGUST 6, 2020

Also known as FRT, Average First Response Time is one of the customer service reports used to determine your performance. Implement a Help Desk Software. Are you using any of the help desk solutions yet? A help desk system or customer service software is equipped with the right tools to make your task easier.

Customer Support 92

Customer Support Customer Service Sales Management 92

CSM Magazine

JANUARY 28, 2021

Your help desk team is, therefore, crucial to your business. Here are six common challenges help desk agents struggle with and what you can do to make their job easier. Hesitant help desk agents create a bad impression of your company. Every help desk agent encounters irate customers.

Multi-channel support 52

Multi-channel support outsourcing CRM Customer Support 52

JustCall

APRIL 15, 2024

A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! To help your sales agent avoid call center agent burnout, learn some actionable ways to reduce call center agent stress and drive change here.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

ProProfs Blog

DECEMBER 17, 2020

Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can irritate your customers, which may also lead to losses. They have to look into a lot of other things when offering help during an ongoing conversation.

Wait times 141

Wait times Management Customer Support Customer Service 141