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 …
What is Incident Management?
An incident is a disruption of a normal technology service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal …
The 5 pillars of success in the Help Desk.
You should ask yourself, what is needed to have a fantastic technical support department, right? The best technical support departments emphasize the focus on the following factors to ensure user …
4 tips to reduce the number of help desk tickets.
Companies have been immersed in daily help desk problems. It turns out that many of the problems that fall in the lap of help desk staff could be avoided. The …
5 tips to generate value for your internal team of Help Desk
Unfortunately IT is not always well seen among some users, department heads and even managers. In meetings that I used to participate, a long time ago, IT was massacred by …