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!

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.