customer service – Deskflows
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Why set your process SLA today (and how to use it)

Today, we will talk about the SLA (Service Level Agreement). As its name suggests, this contract determines a minimum level of service provided agreed directly with your customer. A common feeling is that SLA is a concept for very large or very mature operations, but the truth is that the sooner you focus on the process and define your SLA, the sooner you will have […]

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Challenges of remote work

The challenge of remote work has an important feature: while most corporate decisions must centralize the client, remote work must consider (mainly) more internal factors. The solutions and experiences delivered should not be affected, however, the way they are delivered will be adapted. The main challenges will generally be related to your process, infrastructure, communication, and most importantly: people. In a world with a wide […]

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Key metrics (KPIs) for support and customer service team

What is the purpose of your support team? What is the goal of your support (or helpdesk) team? Support can be the interface between product users and its development team in more technical cases, or offer quick solutions through the information available, for example. The service team will be the bridge between your product or service and the customer, managing the incident handling process with […]

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