Groove HQ

APRIL 10, 2019

The best help desk software.”“Once Well, very few things in life are one-size-fits-all, and help desk software definitely doesn’t make the cut. The post 7 Signs You’re Using the Wrong Help Desk Software appeared first on Groove Blog. We’ve all heard the hype. so why shouldn’t you?”

Software 92

Software Customer Support 92

BetterCloud

NOVEMBER 15, 2017

What about the Help Desk? The changes around your Help Desk are impacting everything ABOUT the Help Desk and, while you may not immediately notice the impacts, they are subtly dramatic and promise to disrupt the stream of innovation pouring out of the rest of the department and subsequently the company as a whole.

Cybersecurity 40

Cybersecurity Mobile Leadership Cloud 40

Groove HQ

JULY 23, 2019

A guide to finding the right tool for your growing team … and busting the myth of “best” Choosing the right help desk software for any small business isn’t easy. The post How to Choose Help Desk Software for Your Small Business: Simple Over “Best” appeared first on Groove Blog.

Software 58

Software Business Customer Support 58

The Angel VC

MARCH 4, 2009

To some degree I “went to the dark side” (of funding) as it’s sometimes referred to but I’m really trying to be worthy of the term “angel” investor by really trying to help my companies in many different ways. If you don’t know Zendesk yet, the company offers a beautifully simple yet powerful on-demand help desk solution.

Systems Review 100

Systems Review Investment Business SaaS 100

SaaStr

JANUARY 26, 2024

More startups benefit as the dilution ends up far less, a la Klaviyo, or The Trade Desk, etc. Fractional both helps and hurts. The Rise of One-and-Done Fundraising as a Vibe Founders will get back to only planning to raise one round to truly get to product-market fit for real. A related post here. #2.

SaaS 221

SaaS Startup Scaling Product Marketing 221

SaaStr

APRIL 9, 2024

At SaaStr’s AI Day, George Kreitler, Global IBM Embeddable AI Sales Leader, talks about the paradox of AI, three equations that relate to the world productivity and AI, a little math to help guide the next decade, top use cases, and the importance of responsible AI. Lastly, you need use cases. Not one use case, but as many as possible.

AI 215

AI Outsourcing Services Outsourced Development Government 215

SaaStr

DECEMBER 18, 2023

There’s usually a support, help desk, or agent management happening. Things like code assist and automating the code design help you use your developer organization more wisely. You can modernize that process and save a lot of money while also making it possible to reach a person if needed.

AI 229

AI Technology Scale Startup 229

User Pilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Help Scout is a customer service software offering shared inboxes, live chat, and in-app messaging.

Social Media 91

Social Media SaaS Marketplace as a Service Communication 91

SaaStr

APRIL 22, 2021

Gorgias recently did a very interesting deep dive on its 6,000+ customers for its help desk and contact center solution. Gorgias is 100% focused on e-commerce vendors, and not SaaS companies per se, but I suspect its data is pretty consistent with most folks using an online support tool. And what they found made me cry a bit.

Customer Support 290

Customer Support Data SaaS Customer Success 290

SaaStr

MARCH 11, 2022

Raise learned through their San Francisco office that their employees were craving a social environment that is diverse and dynamic, as opposed to just a “sea of desks.” ” For example, hot-desking, spaces that bring people together, and weekly social events have shown to have a positive impact on their staff.

Data 243

Data Leadership Development Technology 243

SaaStr

APRIL 3, 2024

Tejada still sees a lot of value in helping people achieve their full potential and the fulfillment that comes from building a diverse and high-performing culture. But the real value is surfacing deep context that helps humans to do incredible things at a much faster rate. Where’s the Line Between Automation and AI?

Generative AI 226

Generative AI AI Technical Review Software Review 226

IT World

OCTOBER 20, 2022

While I always urge caution when upgrading your Mac, here are some of the ways I think Apple's new desktop OS will help you get more work done. Desk View helps you work together better. This should be of huge value to project teams working remotely on projects and plans and promises to improve tech support calls.

87

87

Intercom, Inc.

JUNE 14, 2022

A tiered support customer service model involves creating different levels or “tiers” of support to help you more easily allocate resources, create escalation paths, and give each customer service challenge the right level of attention. Tier 1: Tier 1 involves basic help desk and service desk assistance to simple or routine queries.

Customer Support 118

Customer Support Engineering Development Management 118

User Pilot

APRIL 21, 2024

Drive customer satisfaction – When customers get help quicker, their satisfaction with your product goes up. If you’re confused about how to reduce support tickets, here are 15 proven strategies to help you out: Personalize your onboarding guidance so customers are better equipped from the start.

Strategy 101

Strategy Customer Support SaaS Technical Review 101

IT World

MARCH 16, 2023

Applications aimed at helping office workers do their jobs more effectively in a remote or hybrid work environment — such as videoconferencing, project management, and other collaboration software — have surged during the pandemic era. But many employees don’t spend their workdays sitting at a desk.

Transportation 76

Transportation Healthcare Construction Software 76

SaaStr

JANUARY 4, 2021

Not knowing where your desk is on any given day isn’t that. They can also help you plan one, and find one. You’ll need help. There are some companies that have made “hotelling” work, but it’s hard. Many engineers and others need a dedicated space — at home or at work — to be productive.

Investment 268

Investment Engineering Company Culture 268

SaaStr

OCTOBER 27, 2022

I was still setting up desks, ordering snacks, and all that. Hire a junior product person doesn’t help. You’ll wear a ton of hats, and do a lot of lower ROI things. Looking back, let me make a list of Low/Medium ROI Things I Did Even at $1m ARR that Clearly I Shouldn’t Have: Office Cr*p. Functional QA.

Sales Hiring 279

Sales Hiring Sales Recruiting Scale Scaling 279

Intercom, Inc.

JANUARY 31, 2023

It saves me having to read through blocks and blocks of emails or chats, which is not only a huge time saver for me, but also helps to highlight areas for improvement within the team. This feature lowers the friction of writing help documentation. It’s also great if someone is out sick and the team needs to pick up their tickets.

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. In hectic and stressful seasons, getting away from your desk may seem impossible, but it is necessary for your mental health.

Customer Success 86

Customer Success Management Business Enterprise 86

SaaStr

FEBRUARY 7, 2024

For example, if someone in their TAM is hiring for a CX lead, this is a signal for Gorgias to help them figure out a CX motion since their product is a help desk for e-commerce. They then proactively offered to help, which led to an increase in sales and an improved customer experience.

Scale 216

Scale Sales Hiring Strategy Marketing 216

Totango

DECEMBER 26, 2021

You can help your employees achieve a positive work-life balance by encouraging them to prioritize their personal lives over their work lives. One of the best ways to help your employees fight burnout and other mental health concerns is to provide them with access to information, resources and tools.

Customer Success 102

Customer Success Underperforming Technical Team Enterprise Communication 102

SaaStr

NOVEMBER 22, 2020

All of this will help create value and return on investment capital. Included are all the mid-stage items plus sales enablement and operations to include sales strategy, territory planning, deal desk, and more. Determine if your company is direct vs. indirect sales-led for tech alliances, channels, and Student Information Systems.

Scale 310

Scale Scaling Technical Review Systems Review 310

Buffer Resources

JULY 19, 2023

Even with only one client, I felt pressure to be at my desk at least 40 hours a week, to make myself busy so I could feel like I was doing enough. Here’s how I did it, what I learned along the way, and how it’s helped me to build the work-life balance within my business that I always dreamed of.

Business 77

Business Entrepreneurship Social Media Leadership 77

Intercom, Inc.

JUNE 17, 2021

They discuss the process of creating a safe space for everyone, from desk arrangements to air quality, how to design social experiences that bring people together while still maintaining all necessary precautions, and what the future of work will look like as we adapt to the new normal. Sinead Rainey – Senior Workplace Experience Associate.

Construction 207

Construction Technical Review Systems Review Data 207

IT World

MAY 31, 2022

The days of walking your computer down to the IT department for repair or having a help-desk worker drop by the cubicle to troubleshoot your network connection have been replaced by the need for support from anywhere on any device.

Enterprise 104

Enterprise Strategy 104

Intercom, Inc.

MAY 13, 2022

“Customer support teams now have the ability to categorize, prioritize, and assign issues as they arise” Help desk software was then used to track that customers’ query on the backend which may have made procedural sense for the company, but the experience for the customer was less than ideal. .

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

Sales Hacker

JANUARY 11, 2021

In a recent SalesGlobe survey , 70 percent of companies had a deal desk in their sales organization, but nearly 30 percent of respondents hadn’t even heard of a deal desk. But even among companies that use deal desks there is a lot of variability on how they structure their deal desks. What is a Deal Desk?

Scale 70

Scale Pricing Scaling Communication 70

Neil Patel

OCTOBER 9, 2020

However, choosing the best help desk software for your team isn’t an easy task. So to help make your life a bit easier, I looked at dozens of the top options on the market and narrowed it down to my top six recommendations. The Top 6 Options For Help Desk Software. How to Choose The Best Help Desk Software For You.

Software Review 120

Software Review Systems Review Software Social Media 120

SaaStr

JUNE 12, 2020

8: “Lessons from Gorgias: How to Close your First 1000 Customers Based Solely on Data” How eCommerce Help Desk leader Gorgias got its first 1,000 customers through a deeply quantitative approach. 2 old friends talking.

Cloud 161

Cloud Pricing Scaling Metrics 161

Stax

APRIL 11, 2024

Helpful integration capabilities: You don’t want a PMS siloed from other technology. Not only should your PMS help simplify payments and reduce manual time spent, but it should also help you make more money. Real-time tracking of payments and receivables helps businesses manage your funds flow more effectively.

Payment Services 88

Payment Services Payment Solutions Merchant Services Payment Methods 88

IT World

JUNE 21, 2022

If you are an Enterprise customer and have an issue with your work computer — whether in the office or remote — there should be a designated IT administrator or help desk for you. You either call the help desk or open a trouble ticket and someone gets back to you.

Enterprise 65

Enterprise 65

Intercom, Inc.

JULY 21, 2021

These mindset and lifestyle shifts must influence and inform the way we as a business help and support both current and future employees. . “We Instead of going directly to a desk, people will begin to plan based on the nature of the work they’re doing”. We have the old world, we have the current world.

Construction 138

Construction Technology Leadership Management 138

CloseSaaS

JUNE 12, 2023

Check out the new Close mobile app, built to help you crush your goals and be a more productive salesperson, even when you’re not at your desk. Ready to take your sales game on the go?

Mobile 52

Mobile Sales 52

Trint

MARCH 23, 2020

Your calendar will help you set and define bite-sized goals and then accomplish them step by step without the distraction. Update your manager on how your own work is going - they’ll always appreciate knowing you’re staying on top of your duties, and it will help them focus better on their own tasks. Trint unlocks the power of speech.

Management 130

Management Business 130

BetterCloud

APRIL 6, 2022

We are excited to announce our newest platform integration with Multiplier , a Jira plugin that helps IT teams using Atlassian Jira Service Management (JSM) automate identity and access management workflows. In addition, customers can also choose to invoke any of BetterCloud’s native 800+ actions from 80 different SaaS applications.

Operational efficiency. 59

Operational efficiency. User Experience SaaS Management 59

SaaStr

JANUARY 24, 2024

She was hired because they saw a bit of softening in new business growth, and she came to help diagnose what was going on and help scale the business. They’re the raving fans, giving feedback and helping build better versions of the product every month. How do you define your ICP?

Scale 218

Scale Sales Hiring Scaling Revenue 218

BetterCloud

DECEMBER 17, 2021

Many user requests to IT originate in ticketing systems like Jira Service Desk. Integrating Jira Service Desk with BetterCloud reduces a significant amount of manual work and virtually eliminates the probability of human error. The Challenge. The Solution. Request a Demo.

Onboarding 52

Onboarding Engineering SaaS 52