Helpdesk Software A Close Look Into Helpdesk Metrics & Service Desk KPIs How can you deliver quality support, retain existing customers, and expand your customer reach without measuring customer support performance and identifying areas for improvement? You can’t, at least not to the optimal level that today’s customers expect. Helpdesk metrics are essential tools that measure the performance of a support team. By analyzing these metrics, businesses […] Written by Samaresh Mandal September 2, 2022January 3, 2025
Customer Support SaaS Customer Support Best Practices in 2025 No matter how well-developed your product is, it’s likely that a customer will have questions at some point during the process. When they do, it’s helpful in many ways for them to be greeted by an efficient and effective customer support team. Understanding what makes for exceptional SaaS customer support and how to implement it […] Written by Shwethashree September 2, 2022December 30, 2024
Customer Success What Is Customer Retention in 2025? Definition and Guide Did you know that according to the book Marketing Metrics, the probability of selling to an existing customer is between 60- 70%, compared to only 5 – 20% for a new prospect? And according to InMoment, 77% of customers have lasting relationships with particular companies that last up to 10 years. Yet, in marketing, customer acquisition has long […] Written by Sanjiv Vaigankar August 24, 2022December 30, 2024
Customer Success Customers Are Not Always Right: How And Why (2025) We’ve all heard the phrase “the customer is always right.” Or, its variation like “customer is king.” But is this really true? Is it always in the best interest of businesses to give customers what they want? The answer is no. There are times when it’s actually better for companies to stand their ground and […] Written by Ravishankar Biswas August 24, 2022May 5, 2025
Customer Success How to Turn an Angry Customer into a Happy Customer in 2025 Many factors—some justified, some not—cause customers to become rude or angry. As a customer service representative, you will probably encounter irritated or angry customers from time to time because you are in business to serve your customers. 95% of dissatisfied customers share their negative experiences with others personally or through social media/review sites. So, knowing how […] Written by Preena Singh August 24, 2022December 30, 2024
Customer Success A Guide to Handling Unhappy Customers in 2025 As the adage goes, “A happy customer tells a friend; an unhappy customer tells the world”- the negative impact of an unhappy customer is far more significant than the positive impact of a happy customer. No matter how amazing your products or services are, some customers will inevitably experience issues. That is an inescapable fact […] Written by Preena Singh August 24, 2022December 30, 2024
Customer Success What are the Must-Have Customer Service Skills in 2025? Have you ever heard of a customer with their queries unanswered and concerns unaddressed, talking about how good the product/service of a business is? Probably not, right? No matter how excellent a company’s product/service is, it will lose out on business if its customer service is not up to the mark. However, even businesses with […] Written by Sanjiv Vaigankar August 24, 2022December 30, 2024
Helpdesk Software How to Measure IT Helpdesk Performance with Metrics in 2025 Being the immediate point of contact for customers and employees, the IT helpdesk has evolved into the essential face for many businesses. A helpdesk performs a number of crucial tasks, including improving business process efficiency, ensuring prompt and effective client relations, and helping in improved information management and improved IT Helpdesk Performance. Therefore, you need […] Written by Samaresh Mandal August 24, 2022April 9, 2025
Customer Success Contact Center vs. Call Center in 2025: Explained The Contact Center vs Call Center distinction hinges on channels: a contact center is a centralized office offering customer support across phone, email, web, and chat, whereas a call center is a specialized contact center focused primarily on phone calls. The main difference lies in the variety of channels each uses to deliver customer support. […] Written by Harshvardhan Thakur August 24, 2022April 17, 2025
