Dheesha Manigandan is a Marketing Specialist at Desk365. With a fresh Gen Z perspective on customer support, she writes about how businesses can elevate service delivery in an AI-first era. Passionate about both technology and storytelling, she creates content that bridges customer needs with innovative solutions, making complex ideas engaging, accessible, and actionable.
We asked our authors a few things about themselves. Read on to hear about their experiences and interests.
1.What makes you write about customer support and ITSM?
These topics fascinate me because they sit at the intersection of technology and human experience. I noticed most people focus on products and features, whereas I enjoy exploring what happens after a customer needs help. A great support experience can turn a frustrated customer into a loyal advocate, and the systems behind that experience often go unnoticed. As a recent MBA graduate, writing about customer support allows me to understand how businesses solve real-world problems.
2. What’s one customer support strategy you wish all businesses would follow?
I believe every business should focus on proactive communication. Customers don’t always expect immediate solutions, but they do expect transparency. I as a customer do. Keeping your customers informed about delays, updates, or next steps can significantly improve their experience and build trust. A simple update can prevent frustration and reduce unnecessary follow-ups.
3. Outside of work, what are topics you’re passionate about?
What fascinates me most is discovering how different people think, solve problems, and approach challenges. You’ll often find me reading biographies or autobiographies of entrepreneurs, business leaders, and influential personalities to understand the experiences that shaped their journeys. I also enjoy watching TED Talks and interviews with founders and executives, mostly to understand the decisions, failures, and lessons behind that success.
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