Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

Customer support is an essential part of any company. It’s how you address your customers’ issues, assist them with your product, and make sure they’re happy with their purchase. But beyond that, it can also help you reach your other core business goals.

Hosted helpdesk solutions are on trend and most companies find them easy and effective. But, some companies prefer on-premise helpdesk software to handle their customer support. Before we find out why hosted helpdesk software is not their cup of tea, let’s get back to the basics!

Facebook Messenger, WhatsApp, and Wickr Me are the most frequently blacklisted Android apps by enterprises, according to a new 2018 study. The Q2 ’18 Enterprise Mobile Security Pulse Report from security provider Appthority, looks at the mobile apps most commonly used in enterprises, and also the apps most likely to be blacklisted by IT teams.

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case. At this time, chatbots are most useful for solving the repetitive interactions that humans don’t need to spend time on—which allows humans to focus on the high priority case drivers where they’re needed most. There’s a time and place to offer support with a chatbot versus a human.

A strong customer service team is essential for success in any industry. They’re responsible for helping your customers make the most of your product, and for addressing any issues or concerns — both of which are essential for achieving high customer satisfaction rates. But as anyone who’s worked in customer service will tell you, it can be a challenging field.

The customer service industry is massive. One report puts its worth at more than $350 billion. And while some claim that it’s a confusing mess, there have been significant strides in recent years to help businesses provide better service than ever before. One such development is ticketing software.