As a customer every one of us has probably experienced a frustrating technical problem and wished for expert assistance at some point in our lives. On the other side, businesses receive a huge number of enquiries about the product or service, and find it tough to ensure that every enquiry is answered to the fullest…
1. What is a help desk? 2. What problems do Help desks solve? 3. Who can use a help desk? 4. How is help desk useful for the sales field? 5. Help desk- the catalyst that eases every sales person’s job! Are you tired of drowning in a sea of customer enquiries and support requests?…
1. Centralize your knowledge 2. Keep it updated 3. Aspects of Updation 4. Allow customers and agents to give feedback 5. Make it semantically friendly 6. Write right 7. Analyze for insights 8. Summary “Can you please hold… while I check up on that information?” – Dreaded words to hear as a customer when contacting…
The magic of Automation 1. Applications & features of Help desk 2. Benefits of using help Desk 3. Summary Help desk is a tool that allows support agents to interact with customers, follow-up and resolve queries. Research says most support provided is either late or does not give an apt solution and even in some…
1. Net Promoter Score 2. Customer Satisfaction Score (CSAT) 3. Customer Effort Score (CES) 4. Average Handle Time(AHT) 5. How Apptivo Helps In Getting Positive Metrics? Customer service is the foremost concern of businesses, and there is no scope for any business without happy customers. According to Microsoft, 96% of consumers consider customer service as…
There are still businesses and organizations that seem to be stuck using classic ways of dealing with a variety of tasks. One of those tasks is communicating and reaching out to the customers. Companies seem to notice a silver lining in having old-fashioned telephonic conversations with their customers and apart from this, the print medium…
Customer service is one of the most important aspects of a business. When dealing with clients, queries and complaints are imminent. Whether you’re a small business or a big enterprise, the number of requests you get each day could become overwhelming for your employees. Manually keeping track of each client’s request, responding to every email,…
For a while now, Apptivo has allowed customers to integrate their website, or other outside applications using our API. We’re happy to announce a new REST API, which is not only more powerful, but also simpler to implement. While the existing SOAP API allowed for many useful functions, such as placing a form on your…
While Version 5.0 has been taking the spotlight recently, we’d like to let you know about another cool enhancement to Apptivo! It’s been a while since we introduced the “email to case” feature inside of our Cases App for customer support, and there was one common request from many different users: automatically attach email replies…
The Question: I have taken a look at the configure section for the Cases App, but I was wondering if someone could please explain what these settings do? The Answer: Sure! Due to the simplicity of the Cases App, there is actually only one setting available that you’ll need to customize. For this app, you…
