One of the biggest challenges that faces most small and medium-size businesses is competing against larger firms while having a much smaller budget. In a smaller organization, the IT staff must ...

Modern help desk software has to fulfill many requirements nowadays. It must simultaneously satisfy the needs of the customers, the support agents and the company. Customers should feel comfortable ...

There is no question that vendors that don’t offer software-as-a-service (SaaS) products are risking market share. It’s been true in almost every market, where disruptive companies such as Salesforce ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...