Helpdesks are one of the most integral tools for delivering a better support experience for your customers due to their ability to organize and streamline communication. But that’s not the only factor which makes them important. They also reflect the brand and values of your company. Today, users look for personalized customer experiences.

Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success. Whether your company’s customer service is used as a means to drive overall revenue or is focused on helping customers fully understand your products or services, the tracked metrics should pertain to specific strategies designed to achieve your company’s overall goals.

Today’s companies understand how customer service plays a critical role in their efforts to be “customer-centric”—it’s why many of them invest heavily in the various functions of customer support. By adding an element of customer-centricity to different facets of a business, these companies are changing what a customer service job can be.

When you are looking to build a community around your brand, you often ask yourself — what’s wrong with letting things run the way they are, right? Wrong! You can’t just let things run the way they are and expect your brand to become a hit. You need to constantly work towards building your brand’s authority and image. Building a community is one of the best ways to create a strong brand identity.

Chatbots are going head-to-head with human customer service. They can help you reduce customer service costs by up to 30%1 in some cases. But this certainly doesn’t mean that they are indispensable or so crucial, that they will make human interactions redundant. As a matter of fact, many consumers say that they actually prefer humans over bots.

Providing great customer service is the watershed between the success and failure of an organization. Delivering quality customer service involves a number of factors like maintaining a low first response time and having a vast self-service portal among others.