Self-Service is a great way of boosting productivity – for you and your customers alike. Research from Forrester found that 84% of online adults had used Self-Service mobile apps and FAQs to solve their problems, showing a clear move towards Self-Service as a first...
Have you ever contacted a customer service department because of a process or technology failure? Perhaps the online ordering system has backed you into a dead end, or the Self-Service portal failed to give you the info you needed to complete an order. It’s...
Pointing customers towards a Self-Service option can result in a speedy service and satisfied customer, but breaching a tipping point will result in chaos for customers. Efforts to automate customer support mean that many Service Desks have made the process of gaining...
Delivering a positive customer experience is becoming the most effective way to prove the value of the Service Desk. Here’s three surefire ways to bring customer experience to the fore and ensure your Service Desk remains the first point of call for business customers...
As we have seen over the past few weeks, implementing a Self-Service portal can bring many benefits to you and your customers, but these can only be realised if they are using the portal. We know that customers don’t like change, so it is the job of the Service Desk...
