When a company has an active presence in different social networks, it is exposed to receive Requests, Complaints, Claims and Suggestions (PQRS) from dissatisfied customers, this is a fact that will always occur; what many companies do not take into account is that a correct and quick response can generate that a customer who was previously dissatisfied, will fall in love with the company to such an extent that it will begin to attract other customers.
Continue readingWithin the Customer Service area of the companies, there is a special division in charge of attending to customer Requests, Complaints, Claims and Suggestions and it is responsible for generating a large part of the loyalty of the target market, making sales generate an added value by closely connecting the buyer with the products and services offered by the company.
Continue reading"The Future of the Service Desk" infographic in the best "Back to the Future" style puts into context the power of mobile and social technology, which is causing IT departments to rethink the way they deliver their services, now and in the future.
Continue readingNowadays, having an IT service center in organizations that supports both internal users and customers is a determining factor in the generation of value.
Continue readingShared Services have grown and consolidated as a service delivery model, generally consisting of an organizational unit that provides back office support to clients, eliminating redundant processes and systems, providing the organization with better control of information and allowing it to concentrate its efforts on core business processes.
Continue readingIn a world where competing and making a difference are the key to achieving a space within the business and corporate universe, there is nothing like good customer service to make a difference. But to do so, experts say, integral satisfaction with a product or service is not just a matter of attending to a complaint or changing an item that has turned out to be defective. It's about going beyond that.
Continue readingThere is no company that does not have a help desk today. This is the categorical opinion of technology experts, among them, the Consulting and Presales Manager of a well-known technology company, who points out that "even if only incipiently, help desk systems have proliferated. "Currently they are called 'service desk', expanding their concept and meaning, because they allow centralizing all the required services in a single 'front', thus channeling the requirements and obtaining a better level of response", he explains.
Continue readingThis is why the issue of "customer satisfaction" is high on the agenda of the top management of any organization.
Customer satisfaction is "the level of a person's state of mind that results from comparing the perceived performance of a product or service with his or her expectations" Philip Kotler.
This article is about how to improve customer service through the advantages of help desk software. The goal is to provide better customer service and have both customers and users happier, and this will be achieved by automating the service process.
Continue readingCustomer service is a universal concept: most companies have a department dedicated to it. Companies that maintain good quality on the front end of their operations are well on their way to becoming a better company and providing their customers with the quality service they deserve and should expect.
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