How can I improve the quality of my service desk?

Not all customers use the same communication channel. Your customers might prefer different mediums to initiate interactions. It is advised to incorporate different channels of communication into your business. Therefore, customers can interact effortlessly using any medium with no trouble. Also, your support team combined with your help desk software will make this achievable. While your support team will take care of customer service in real-time, the help desk software will handle the tickets in the queue or during off-hours based on your configuration.