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?
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.
If customers are regularly waiting for a response or applicants don't know the status of their application, it's probably time to look at process improvements and tools that can relieve employees of some of the administrative overload.
The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.
Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
Ticket systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticket systems?
The OTRS Customer Service Center is where customers can contact you. So design it according to your requirements and those of your customers.
Using OTRS for time accounting offers businesses lots of flexibility. Learn more about how this can be done.
Building processes in OTRS? A piece of cake with good preparation. We show you 10 steps that are part of a good preparation.