What is the Difference Between Help Desk and Service Desk?

There is no right or wrong answer. Many people refer help desk and service desk to be the same and others feel it to be different. You can throw a question at us asking “Does it matter if you use the term help desk or service desk to describe IT support?” Yes, it does, as you might be underselling or overselling each capability unknowingly.

Top 10 Help Desk Management Software For 2021

Be it a big or small enterprise, help desk management software is a must for every company today. While hundreds and thousands of customers come up with their queries every day you may get exhausted going through all emails, social media messages, customer support, and whatnot! Let's understand with an example of how help desk software can help you in your business growth. John, an owner of a refrigerator company, helps customers with his service to fix all kinds of refrigerators. While he had the best technicians available, he was unable to reply to his customers instantly. While talking to [...]

Case Study – How 31West Helped Turnaround A Healthcare Technology Solutions Company

You must have heard about scripts used by tele-calling executives and might have pondered over how robotic it sounds. Customer service agents also use such call scripts to make their communication with customers more precise ….

7 Key Support Trends To Watch

It pays to plan in business. Savvy managers know that. That’s why they review key support trends annually. They can make a big impact during the year. Reviewing trends keeps managers ahead of the curve. More importantly, it provides a golden opportunity to gain a competitive edge by retaining support customers. Customers have little patience these days. One bad experience with your tech support team can drive them to your competitors. To boost customer satisfaction and loyalty, you need to improve operations continuously and fully engage customers. Staying abreast of the 7 key trends discussed below can help you stay […]