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Customer service best practices tells us that sometimes it’s completely unfeasible for companies to resolve customers’ issues upon first contact with the user. But there are so many queries that through an ITIL aligned framework can be resolved before the issue even makes it to your Help Desk and becomes a victim of the “process”.
Some Help Desk Best Practices covered in the White Paper: Perform Customer Satisfaction Surveys on a Regular Basis Implement a Web-Based Knowledge Base Tool Implement Service Request Automation Processes in your Help Desk Software
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