The 10 Commandments of the Help Desk
The best help desk professionals follow the 10 commandments created by Gustavo Gaidzinski. According to him, these are the basic premises for success in the industry. Get to know the …
5 tips to renovate the role of your help desk
In the current IT environment, your help desk staff must take on more responsibility than ever. Here are some ways they can meet the new challenges and expand its reach. …
Tip of the Day: Classification of support tickets
Your tickets can have a come from any angle, from a simple question to a complex problem. Your customers may ask about a particular product feature, or may have questions …
10 Questions to Interview a Future Support Professional
Providing support with excellence can differentiate you from the competition. With that in mind, you need to assemble a team of customer support with genuine and essential skills to solve …
Tip of the Day: Using Twitter as a complementary tool
Interactively, twitter can be used as a tool of a service provider and his team of tech support. Let’s set a nice scenario of how Twitter can help your team …
10 Qualities of a Help Desk professional
The good and the bad news is that whenever a customer finds a problem with the service purchased is that the solution is usually indoors. Yeah, so the technician shouldn’t …
Bye Bye Robots!
In Customer Service, is not only important to to say thanks to your customers, it’s more important to speak as human being. Albert Mehrabian published two theses in 1967 where …
K.I.S.S. – Keep It Simple Stupid!
Customer Service is about serving customers. Serve in a simple, rapid and objective way. It is the responsibility of the company to constantly review their procedures for customer service to …
5 Tips for Thinking Outside the Box at the Help Desk.
Innovation and creativity are essential skills for anyone working in the Help Desk of a company. Besides implementing the basics, and making it up and running, you must innovate and …
How to choose the right IT Help Desk software for your company.
Choosing the right IT help desk software for your company is a very important decision. Choosing the wrong solution can bring additional problems for you, your employees, frustrated customers and …