customer service
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Customer Interaction Management (CIM): Definition, Benefits, Capabilities, Challenges
Customer expectations continue to rise across every industry, shaping how organizations are evaluated and compared. Speed, consistency and clarity have become baseline expectations rather than competitive advantages. Customers move fluidly between channels and touchpoints, and they expect interactions to feel connected, informed and effortless at every stage.
The way customer interactions are managed has therefore become a critical driver of satisfaction, loyalty and long-term business performance. Customer Interaction Management addresses this challenge by providing a structured approach to handling customer touchpoints, aligning people, processes and technology to ensure interactions are handled efficiently and consistently. Supported by modern software and AI-powered capabilities, CIM helps organizations turn everyday customer interactions into reliable, scalable service experiences.
MTTR: Definition, Calculation, Best Practices
MTTR is a frequently used metric in ITSM (IT Service Management) that can have four different meanings. Whenever MTTR is mentioned, it must be clear which MTTR is being referred to.
This article breaks down MTTR, shows how the different variants can be calculated and improved, and outlines suitable software solutions for incident management.
Intelligent Automation: Definition, Background, and Applications
Anyone who brings clarity to the AI jungle has a good chance of turning the countless and initially hypothetical benefits of AI into real business value.
A stable and rewarding approach to this lies in intelligent automation, a combination of Artificial Intelligence (AI) and automation technologies. The result is a practical approach that, among other things, promises successful and efficient customer service.
How to Improve Support Productivity
Immediate, competent support – that’s an important expectation customers have of companies. Customer service not only shapes public perception but is also an important factor for revenue. In other words: even with excellent products and services, outstanding service and support are indispensable.
In this article, you’ll learn what specific steps you can take to have a productive service team and happy customers. You can do this with a balanced mix of proven methods, useful software features, and clear, practical tips.
The “Right” Ticketing System: How to Choose It
Ticketing systems streamline workflows, improve transparency, and enhance team collaboration. The resulting time savings, greater efficiency, and well-organized, centralized information help businesses make better use of their budgets, empower employees with clarity, and provide customers with faster, higher-quality support.
This article first examines the core requirements of a ticketing system and then discusses specific needs and key features of OTRS, providing readers with a solid understanding of what to look for.
Service Desk Automation: Best Practices for Greater Efficiency
In recent years, IT has undoubtedly made impressive progress – including in service desks. Yet, service desk employees confirm that this work is still plagued by numerous inefficiencies.
The solution lies in service desk automation. If implemented smoothly, automation for service desks can deliver highly valuable improvements. Teams see higher productivity, increasesd cost savings and greater value creation.
The best practices presented here show how this can be achieved.
Request Management: Benefits, Best Practices, and Software
Whether it’s a new employee who needs system access or a customer requiring immediate technical support, organizations today are under constant pressure: they must handle an ever-increasing volume of user requests.
This article explains why proper, effective request management is so important. It outlines the benefits and presents best practices along with the most suitable software solutions to support the process.
Features in OTRS: AI Use Cases and Benefits
AI features are becoming increasingly important in software solutions. This blog post explores their benefits and their usage in OTRS.
10 Best Practices for IT Help Desk Success
An efficient IT help desk is essential for modern IT systems. It is also a key part of IT service management. It ensures smooth operations, reduces downtime, and improves user satisfaction. In an era of rapidly evolving technologies and increasing user expectations, it is essential to implement the right strategies.
Customer service management: background, advantages, functions
Customers expect, demand and deserve excellent service. Companies must recognize that the quality of service delivery is a decisive factor for their success. After all, winning a customer costs a lot of money. Losing it due to poor service would be a financial mistake. This article explains how to achieve targeted customer service management in order to protect the bottomline.
First contact resolution: definition, (dis)advantages and best practices
First contact resolution (FCR) is an important key call center metric. It reveals insight into how effectively the support team is working. It is, however, only effective if companies use it skillfully. In this article, you will learn how FCR can optimize your service management efforts and improve customer satisfaction.
AI in Customer Service
Artificial intelligence in customer service is an important competitive factor. This article explains the importance of artificial intelligence (AI) in customer service, its benefits and useful best practices.
10 Best Practices for Successful Service Management
The services that companies provide to their customers contribute directly to their reputation and long-term economic stability. It is not just about running a service management system anymore. It is about doing it smartly. This article explains how this works.
Automated customer service: advantages, best practices, examples
Customer service is an important success factor for companies. After all, the image that a customer has of a company manifests itself above all in the service experience. Automation is a promising way to provide fast and individualized services - but caution is advised in some areas. This article explains how good automated customer service works.
Tips for Successfully Becoming a Customer-Centric Company
A customer centric business model has almost become a buzzword. It sounds great and companies are quick to claim that they focus on customer-oriented needs. The question is if it holds up to their actual lived standards.
It’s simple to say that you put customers at the center of all you do. It is significantly harder to actually operate in that manner. Fortunately, there are steps you can take to improve your relationships with your customers.
How to Build a Knowledge Base – and Get the Most Out of It
Knowledge is an important success factor for companies, but it often disappears into the black hole of various storage locations. In short: knowledge alone - especially in the hands of individuals - is not enough. It must also be easily accessible and organized. This article shows how customers and employees can use it quickly and flexibly with the help of a database.
Contact Center Service Types – Guide For Growing Businesses
As businesses grow, providing the best service to customers becomes more complex. Once, there were only one or two people who simply answered the phone and provided assistance. Now, it's time to evolve: Your business needs a dedicated contact center to better support customers.
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.
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.
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.
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 Templates
Customer Service Templates provide OTRS agents with ready-to-use and customizable text templates. Keeping consistent information for the customer and saving admin time!
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?
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.
Automate Process Workflows to Improve Service
Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
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.
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.
