Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

Whether running a startup or a more established outfit, small business owners have a lot to think about. When help is on hand in the form of automation tools, small businesses have a chance to improve ...

Imagine your enterprise IT ecosystem for a moment. It probably feels less like a well-oiled machine and more like a crowded airport during a storm. You have employees in Mumbai trying to access legacy ...

Modern help desk software has to fulfill many requirements nowadays. It must simultaneously satisfy the needs of the customers, the support agents and the company. Customers should feel comfortable ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...