Customer feedback shows up in more places than most teams expect. One minute it's an email, the next it's a message through live chat — both of which your customer support team needs to track. It’s helpful information, no question, but keeping up with it...
Support teams feel it most during the fall. As November rolls around, message volume goes up and response time often slows down. Between emails, chats, and customer requests stacking up fast, things can feel messy. Everyone's trying to stay on top of tickets while...
Winter brings a unique set of support challenges. Questions pour in faster, just when staff availability takes a dip with holidays, travel, and illness. If we’re not prepared, things can get backed up fast. Customers feel the slow-down, and teams feel the stress....
The holiday season brings more than just cheer. For support teams, it often brings a wave of customer messages, bigger workloads, and a tighter calendar. When tickets stack up and everyone is running thin, it’s easy for service to slip. That’s why getting ahead with...
When support tools are scattered, workflows can get messy fast. Email lives in one inbox, chat happens somewhere else, and tasks sit in spreadsheets or calendars. It’s hard to move quickly when you spend half the day flipping tabs or figuring out who last helped a...
The holidays always seem far away until they're not. One day we're catching our breath from summer, and the next we're trying to finish projects, approve time-off calendars, and plan for customer surges. If our IT service management isn't in good shape before this...