A few days ago, I sat with my colleague and discussed the different tools that we use on a daily basis.

We dive into the optimal help desk model for small and medium-sized businesses (SMB).

Twenty years ago, mobile phones were a rarity. They were bulky, cumbersome and limited at best. The thought of utilizing them for customer service was laughable.

Response times make a big difference, and there’s real data to back that up. Every customer that reaches out for service wants their issue solved fast.

Offering fast and efficient customer service is one thing. Constantly providing fresh ways to enhance the experience is another.

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks.