As unfortunate as it is, having poor experiences with businesses seems to be a universal truth for everyone in the 21st century. Even with the internet and all of the conveniences of the digital age, products still don't arrive, they break, or they don't operate the way they are supposed to. On a basic level, disappointment is inevitable.

Multi-Factor Authentication (MFA) provides an enhanced security mechanism for your entire organization by requiring multiple methods of authentication credentials. Using traditionally managed passwords for accessing your apps, services, and networks is no longer a secure methodology. Indeed, cyber threats are on the rise. Hackers today employ sophisticated techniques such as spear-phishing or pharming to gain unauthorized access to corporate accounts.

We all realize that customer feedback is a goldmine of insights. But it’s easy to lose track of what your customers expect, want, and need from your business. That’s why you need a structured and organized feedback management system, a.k.a, a Voice of the Customer(VoC) program that taps into the voice of every customer segment to gain business value. If you’re looking for more reasons, techniques, and best practices to kickstart a VoC program, then we’ve got you covered.

Support reps or business owners may find themselves in a fix when they have to say no to customers. Chances are that your customer may have asked for a feature you don’t offer or requested for an unreasonable service, shared concern about a company policy, or given unsatisfactory feedback for your product. Saying no to a customer should count as an essential skill for a customer support representative. But how do you say no to customers in a positive way?

The role of the IT service desk manager is not an easy job. It takes a lot of knowledge and experience to manage an IT service desk efficiently. With rapidly evolving technology and accelerated product launches, service managers have to be constantly on their feet and with their eyes trained on the horizon to ensure seamless IT delivery to their clients. Modern service desk solutions and frameworks have helped considerably. Many tasks can be automated and delegated more efficiently.

People understand the purpose and perhaps the strategy in creating internal comms. However, can you describe how to achieve a return on investment (ROI)? And in three steps? That was the core of the conversation between Simpplr’s Amanda Berry, Corporate Brand & Communications Manager and Head of Internal Communications, and Jason Anthoine, Managing Founder of Audacity, in the ninth Cohesion Podcast.

We all want to set new goals and do our best to maintain them. With the new year having set in, there comes a sort of renaissance tinge to being productive. Everyone wants to revamp themselves in the new year—the way they behave, the way they live their lives, and the way they go about doing their daily activities.

What is the one skill that everybody in customer support must have? Ask this to anybody who’s been in customer service for a while and ‘empathy’ would be high up on the list. We’ve put together a short guide on the importance of empathy in customer service and tips to empathize with customers better. You can use the following links to navigate through the blog. – Why is empathy important in customer service?

In this two-part article series, I explain how in my role as a Corporate Brand and Communications Manager at Simpplr used our intranet product to assess our company needs, create a plan to improve organizational performance, and implement our strategies for the benefit of our employees, leadership, and the success of our business. I work at an industry-leading tech company.