Best Practice for Managing Service Desk Teams [+ Case Study Examples]

Having an issue explained to you is one thing, but seeing it in action is entirely different. Those of you who have tried to provide technical support over the phone know all too well how difficult it can be.   That’s where remote support tools come in! In today’s blog, we’ll talk about remote support

Remote support tools allow businesses to provide remote assistance to customers, clients, and employees from any location. However, with so many tools available in the market, choosing the right one can be challenging. To help you make this decision, we’ll answer some of the frequently asked questions about remote support tools in this article. So, let’s

If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how a support team works, right? When today’s end-users try to solve an issue, they usually want two things… First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support

There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences?  You have probably had a few micro-experiences this week, from hearing