SympoQ Blog

Personalization Strategies, Challenges, and Benefits in Service Quality Improvement

In our previous article about general customer service, contact centers, and CRM, we emphasized the importance of Quality of Service in contact centers and the omnichannel approach to improve the…

January 23, 2025AI, call center, contact center, crm, customer satisfaction, help desk software

Evolution of Customer Service: From Call centers and Contact centers to CRM

The service industry is experiencing exponential growth through a multitude of different services offered to customers, along with simultaneously expensive distribution channels and intense price competition. More than ever, the…

November 9, 2024call center, contact center, crm, customer satisfaction, customer support, single point of access

software maintenance and prediction metrics

Software Maintenance Classification and Prediction Metrics

Software maintenance is one of the integral phases of the software development cycle. It includes the activities required to effectively support operating the software in its various aspects and utilization…

October 11, 2024classification, costs, software development, software maintenance

How much do we trust machines and algorithms: Explainable Artificial Intelligence

The use of artificial intelligence (AI) applications, along with the benefits they offer, has been on the rise in recent years. Researchers have shown a growing interest in AI models,…

September 25, 2024AI, artificial intelligence, XAI

HR help desk software

One of the key tools required for successful human resources management is an effective HR help desk software. It requires careful implementation of several HRM functions in medium to large…

September 1, 2023help desk software, HR, HRM, human resources, knowledgebase

Classification of software failures and defects

In one of our previous articles, we discussed how various support ticket classifications can be implemented in our help desk software for customer service and support. We've received a lot…

August 23, 2023categorization, classification, defects, IEEE 1044-2009, software failures, support ticket

Five benefits of a single point of contact in a service company

Seeking a solution for overcoming a potential bottleneck in the customer service and support process may require a detailed analysis. Among the most common solutions is to establish a single point…

June 24, 2023customer satisfaction, helpdesk, single point of access

New push notifications: Ticket assignment and internal notes

We have added two new push notifications: Ticket assignment and internal notes, in addition to the already existing notification about a new chat request. Before this update, you were notified…

May 19, 2023chat, improvement, internal notes, push notifications, ticket assignment

Top IT helpdesk practices driven by customer satisfaction

One of the most common frustrations of customers and IT helpdesk representatives is when a customer request has to get resolved outside of the helpdesk. A typical scenario is as…

February 2, 2023customer satisfaction, it helpdesk, practices