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IT service management has changed significantly over the years, with the focus shifting from managing technology to understanding the people and businesses that rely on it. Humans of Support is our interview series where we speak to the people who
Ramya Balakrishnan
An HR ticketing system sounds simple on paper: employees submit a question, HR answers it, and everything moves a little...
Suvedha Balasubramanian
If you work in healthcare operations or handle compliance, you know that customer service is not just a nice-to-have. It...
Suvedha Balasubramanian
Zendesk says it is reinventing how customer support software gets priced. CEO Tom Eggemeier is talking up “resolution pricing”, an...
Suvedha Balasubramanian
If you are running an IT team, you have probably heard of Spiceworks. It has been a go-to help desk...
Suvedha Balasubramanian
If you’ve spent any time in DevOps or SRE circles lately, you’ve probably noticed a sudden spike in conversations about...
Anand Raju
70% of customers expect connected, seamless processes across teams, meaning businesses need to break down silos in communication. Effective communication...
Suvedha Balasubramanian
Ever had one of those mornings where everything seems to fall apart at once?Your website is down, customers are flooding...
Ramya Balakrishnan
Now that Halloween is done, it’s that time of the year to gear up for Thanksgiving, Black Friday, Christmas, and...
Suvedha Balasubramanian
If you’ve ever worked in IT, you know how chaotic things can get when support requests start flooding in. Emails,...
Ramya Balakrishnan
If you’ve ever tried to measure how well your customer support team is doing, you probably started with the basics,...
Suvedha Balasubramanian
Running a business is costly budgets are tight, and every penny counts. But what if you could acquire the tools...
Suvedha Balasubramanian
Customer service is people work. Some days you end a shift smiling because you solved something that really mattered. Other...
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