We are very pleased to announce that, after almost 2 years of hard work, a brand new version of Deskero is finally here! In the past months our team has worked hard to create a brand new interface for our beloved software, with a completely revised graphic style: super minimal and even easier to use. But that’s only the tip of the iceberg: we’ve added tons of new features and updated all the pre...
The Deskero development team has been quite busy working on some little improvements aimed to make your everyday life easier. We always listen to our customers: their opinion is far more important than ours! That’s why we constantly try to move our software in the direction you point us into. In the recent months we were hard at work on these little features, developed as a direct request from...
Craig Borowski is a Market Researcher at Software Advice, the online center for help desk software, covering technology and changing trends in the CRM market, with a focus on customer service, marketing automation and the impact of technology on CRM strategy. After having published an interesting infographic based on his great report on the current use of live chat in customer care we asked him a...
At this moment, the biggest issue that most brands seem to be facing with their online presence is definitely control. While everyone is more than ready to talk about online engagement, and all the major brand are very happy to promote themselves on yet another media channel, their attitude towards the response of customers is not always so positive. There’s a huge inherent vice in this whole...
It’s way too easy to imagine a system so perfect that every tiniest detail is carefully tailored and fussed over, where every member of the team flawlessly carries out their job, where every piece of the selling puzzle is perfectly sliding into place, where every brochure, web site, catalogue and leaflet is so carefully crafted and designed that it needs no further explanation. It’s easy… but...
Thinking about using live chat as a customer service channel? Wondering if it could be the right choice for your business? Well, according to this report from help desk system recommendation and research company, Software Advice, there are at least a couple of things you should consider before getting started with live chat support. On the internet everyone use it… but some clients like it...
An infographic that explains why it's essential to bring your customer care onto your client’s smartphones: apps are quickly becoming an independent channel that no company can ignore anymore.
Great customer care cannot be tied down to an office desk!
Excellent support means a full time connection with your customers: your team must be available, always, and in real time. Sounds hard? It is… but it becomes so much easier when you use the right tool!
Each customer care interaction boils down to two elements: in the red corner of the ring, The Customer, all enraged and ready to strike; in the blue corner, The Agent, who represents a specific company and is ready to get hit.
The road is not your final destination
Social media and internet came as quite a shock for the world of customer care. Through these new media, clients could get in contact with companies using a bunch of brand new channels and this created quite a messy situation. Many companies panicked: how can one tackle ALL these incoming messages, without getting lost in the madness?
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