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    OTRS is a highly customizable help desk system. Find your perfect solution.
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              Home › Customer Service
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              Category

              Customer Service

              Customer service is changing.
              While picking up the phone and “pressing 1” for help was exciting back in the mid-1900s,
              today’s users have hung up their handsets and replaced them with mobile devices, social media
              and self-service tools. They want answers quickly and creatively. They want personal, customized
              attention in all of their transactions. They are vocal: a struggle when working with frustrated customers,
              but a huge business opportunity when the customer service team delivers joy.

              How do businesses keep pace with the changing needs of today’s customers? How can they provide
              a level of service that differentiates them from their competitors, turning customers into raving fans?
              How can the customer service team support and integrate with other internal departments
              to serve as better customer advocates? What limits or supports customer service success? In this section,
              we examine these questions and others through the lenses of technology, process, team building and corporate strategy.

              23
              30/05/2023 | Rachel Minihan
              Contact Center Solutions – A Comprehensive Guide

              Contact Center Solutions – A Comprehensive Guide

              Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
              Customer Service | Digital Transformation | General
              17/05/2023 | Rachel Minihan
              What is a Contact Center? Guide to better customer service.

              What is a Contact Center?
              Guide to better customer service.

              Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
              Customer Service | Digital Transformation | General
              20/04/2023 | Taylor Godbold
              WhatsApp for Customer Service – A Guideline

              WhatsApp for Customer Service – A Guideline

              This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of the platform and the blueprint for implementing WA into your business CS structures.
              Customer Service | Digital Transformation | General
              28/03/2023 | Author OTRS
              Help Desk vs. Service Desk What are the Differences?

              Help Desk vs. Service Desk
              What are the Differences?

              Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
              Customer Service | Digital Transformation | General | ITSM
              21/12/2022 | Taylor Godbold
              Excelling in Customer Service Through Social Media – Best Practices and Tips

              Excelling in Customer Service Through Social Media – Best Practices and Tips

              Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
              Customer Service | Digital Transformation | General
              04/10/2022 | Christina Meyer
              Service Management – Definition and Goals

              Service Management – Definition and Goals

              Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
              Customer Service | Digital Transformation | General | ITSM
              21/09/2022 | Enrico Schwenke
              What is CRM? How does it support customers and help the business?

              What is CRM? How does it support customers and help the business?

              More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
              Customer Service | Digital Transformation | General | Using OTRS
              29/08/2022 | Author OTRS
              Knowledge Management in Customer Service

              Knowledge Management in Customer Service

              Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
              Customer Service | Digital Transformation | General | ITSM | OTRS in Action | Using OTRS
              27/06/2022 | Daphne Sim
              Top 3 Questions On How to Modernize Your APAC Business

              Top 3 Questions On How to Modernize Your APAC Business

              Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
              Automation | Customer Service | Digital Transformation | General | Processes
              30/11/2021 | Francisco Cruz
              What is important in customer service as the company grows?

              What is important in customer service as the company grows?

              What are the challenges for customer service in growing companies, and how can they be met?
              Customer Service | Digital Transformation | General
              20/09/2021 | Daphne Sim
              3 Ways Investing in Customer Service Increases Sales

              3 Ways Investing in Customer Service Increases Sales

              Good customer service is half the battle. Learn three tips on how to use it to boost your sales.
              Customer Service
              17/08/2021 | Daphne Sim
              5 Tips To Improve Customer Satisfaction

              5 Tips To Improve Customer Satisfaction

              Striving to improve customer satisfaction KPIs? Start with these five tips.
              Customer Service
              16/06/2021 | Francisco Cruz
              Improve Customer Service for Your Business

              Improve Customer Service for Your Business

              Customer Service
              27/07/2020 | Christopher Kuhn
              5 Ways Business Process Management Solutions Support Data Privacy Compliance

              5 Ways Business Process Management Solutions Support Data Privacy Compliance

              By focusing on processes and automation, businesses can better manage compliance with today's data privacy and protection regulations.
              Customer Service
              06/07/2020 | Christopher Kuhn
              How to Avoid Stress in Customer Service Teams

              How to Avoid Stress in Customer Service Teams

              Having a high turnover rate is costly for businesses and destroys team morale. Learn how to avoid stress in customer service teams.
              Customer Service
              04/05/2020 | Nils Leideck
              Improve Call Center Efficiency: Process Management is The Key

              Improve Call Center Efficiency: Process Management is The Key

              Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
              Customer Service
              16/03/2020 | Christopher Kuhn
              Slower Customer Experience Adoption in Public Sector Organizations

              Slower Customer Experience Adoption in Public Sector Organizations

              Navigating public sector services often feels like the complete opposite of a good customer experience. In 2020, why is this still the case?
              Customer Service
              10/02/2020 | Christopher Kuhn
              Has the Public Sector Embraced Cloud-based SaaS?

              Has the Public Sector Embraced Cloud-based SaaS?

              The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
              Customer Service | Digital Transformation
              25/11/2019 | Matheus Assis Baeta​
              Grey market provider: Even if the price is tempting, it is worth taking a closer look!

              Grey market provider: Even if the price is tempting, it is worth taking a closer look!

              Four reasons why working directly with the product manufacturer is better for your business.
              Customer Service
              17/09/2018 | Author OTRS
              Be efficient with 100 emails a day? Get tips to help!

              Be efficient with 100 emails a day? Get tips to help!

              Here are some tips to structure your day so that you have as much time as possible for your core tasks.
              Customer Service
              06/08/2018 | Guest Author
              A Lesson About Chatbot to Live Agent Handoff from My Teenage Son

              A Lesson About Chatbot to Live Agent Handoff from My Teenage Son

              When it comes to using chatbots, you must plan for a seamless handoff between automated solutions and live agents.
              Customer Service
              09/07/2018 | Sabine Riedel
              Digital Transformation Means Freedom

              Digital Transformation Means Freedom

              Digital transformation encourages us to become more efficient through standardization, automation and the subsequent digitalization of these constantly recurring tasks and procedures.
              Customer Service | Digital Transformation
              25/06/2018 | Guest Author
              Five Building Blocks for Successful AI Adoption

              Five Building Blocks for Successful AI Adoption

              Chat bots and optimized search functions are exciting for customer service organizations everywhere, yet companies need to lay some groundwork before the benefits of AI can really take root.
              Customer Service

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