Where customer service is heading in 2013

A recent report published by Kate Legget, of Forrester concluded that self-service usage by customers on the social web has increased by 12%, chat by 24% and involvement in business community related activities, 25%. These statistics raise some good questions: … Read More

Using the Requirements Application In OneDesk

OneDesk’s requirements management application allows you to easily manage and analyze requirements and help you make decisions as to which should be prioritized. Here’s a quick rundown of how this can be handled in OneDesk. Manage your requirements In the … Read More

Automated Roadmapping in OneDesk

Generate product roadmaps with ease The product roadmap lies at the heart of company strategy and direction, and yet all too often it is represented by static documents with no bearing on the reality of where your product is today … Read More

How to turn customer comments into actionable items

Social media engagement means evolved customer service Companies used to have full control over their products and services. They used to be able to decide what to develop next and what changes to make. Oftentimes, they used to need to … Read More

The American Airlines Logo Change & Listening To Customers

American Airlines: Flying from the seat of their pants? In today’s customer-driven marketplace, listening to customers is the key to creating products and services that delight. I recently read an article on Bloomberg Businessweek, by John Mayo, that highlights the … Read More

Getting To Know OneDesk’s Help Desk Application

OneDesk’s help desk application makes it easy for support teams to quickly manage and solve help desk tickets, automate their processes, and develop stronger relationships with customers. How is OneDesk’s help desk software different from others? Capture help desk tickets … Read More

What Facebook’s Social Graph Means for Product Development

Is Facebook’s Social Graph really that big of a deal? Yes. While many of us were slowly and reluctantly returning to work after the holiday season, Mark Zuckerberg was on a completely different speed. On January 17th, 2013 Zuckerberg unveiled … Read More

New, informative videos on our You Tube channel

We’re happy to announce that we have uploaded over 50 new videos to our You Tube channel. The majority of the videos are short instructional videos designed to help you get familiar with OneDesk’s features, as well as the new … Read More

We’ve been published on CustomerThink.com

OneDesk featured on CustomerThink.com! We are very happy to say that we have been published on CustomerThink.com. Head up by its CEO, Bob Thompson, CustomerThink is a well-known and respected online authority in the areas of Customer Relationship Management, Customer … Read More

Getting To Know OneDesk’s Feedback App

The beauty of OneDesk is that it allows you to capture feedback from a variety sources without them getting lost. Whether customers or colleagues choose to send you feedback from email, social media, or from the customer portal, they will … Read More