The latest News & Information on Helpdesk, Service Desk, IT Help desk


6 Tips on Building the Perfect Chatbot for Your Business

Chatbots is the latest mantra guiding business strategy. This technology fad is creating ripples in the world of commerce today. But let’s be honest. How many of us really understand the use of chatbots in handling typical business scenarios? There is a lot of speculation around the use of chatbots in business processes. Chatbots can be deployed as virtual assistants or messaging apps designed to handle multiple user queries.


Why Excel is an ineffective sales tracker (and what to use instead)

Many companies use Excel as their sales tracker tool. It’s one of the most popular database organization tools, so sales teams assume it’s the best software for tracking their activity. The reality is Excel isn’t an ideal sales tracker. It’s a complex software that can be a bottleneck for reps without Excel skills. More dangerously, Excel leaves room for error as a manual tool and limits analysis to hard-to-learn formulas and formatting.


Here Are 5 Ways Customer Service Impacts Your Business

Poor customer service is the #1 reason that clients stop doing business with you! Did you know that 96% of unhappy customers never complain? However, 91% will simply abandon the business and never come back. Despite being unhappy, your customer will tell their friends, but may not ever tell you. Hence, if customer service is not one of your main priorities, it is often too late to repair your online reputation.


How a custom software company builds software using OneDesk's customized webforms

For companies that work on custom requests, it is paramount that they nail gathering requirements from their customers. We live in an increasingly distributed work environment, which sometimes exacerbates the difficulties in ensuring everyone is on the same page. When people aren’t aligned on expectations or requirements, it can delay when work is actually started, which is not ideal for the customer requesting the work and the company that is providing the service.


5 Essential Do's and Don'ts as a Customer Support Representative

When was the last time your customer support representative “wowed” your customer? Generally speaking, it costs 6 to 7 times more to acquire a new customer unlike retaining an existing one. As a matter of fact, customer service is the lifeblood of any business. If you are assuming that your long-term loyal customers love your brand. You are wrong. More often than not, they love your customer service representative.


How a mortgage company utilizes the conversations feature on OneDesk

As companies and teams become more and more distributed, communication only becomes more important. For organizations that deal with finance matters, this is only more true. There is no room for miscommunications and distractions when there are large amounts of money being transferred and worked with. One client came to us seeking a solution to their management of tickets, along with some sensitivity to permissions, communications, and the ability to track change.


Translate CSM Trends to Business Value

Six key trends are transforming customer service—Here’s how to translate them into real business value Today, digital transformation across the enterprise is impacting customer service. The most successful companies are evolving customer service from single-channel or non-integrated multichannel into a dynamic platform for customer experience.


How to leverage the exponential smoothing formula for forecasting

When it comes to setting quotas, a lot of sales managers like to turn to a simple annual run rate. And while an ARR may be the quickest and easiest way to predict future sales results, we’ve seen that it’s far from the most precise metric. By contrast, the exponential smoothing formula lies on the complete opposite end of the spectrum. Although it’s one of the most complicated sales forecasting methods, it is also arguably the most accurate.