Here is a tough question for managers of customer support of SaaS and conventional software companies: Should you use SLAs? To tackle this controversial topic, we will try to build […]
Product documentation is one of the best investments a software company can make. Yet many companies don’t realize it, don’t quantify it, or don’t know how to go about doing […]
What is the top offender in the customer support process of a software company? When our team at Movidesk asks this question to customer service managers or customer support managers, […]
Customer support typically represents one of the highest cost components in a software company, second only to product development. Add the fact that around eighty percent of the costs of […]
Customer support departments usually have the highest turnover rates among all departments in a software company—which is also common in many other industries. If a team loses a lot of […]
We hadn’t even posted How to prioritize tickets in software companies, and our colleagues were already telling us, “talk about backlogs; those are the real pain in the neck.” So […]
Priority. Urgency. Severity. It doesn’t matter what you call it. What’s important is how you classify tickets so that your organization knows how to address them and can leverage ticket […]
