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Self-Service & Chat
Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?
Do you remember the concept of “follow the sun” service desks? An approach to ensure that there’s always an IT support facility available to employees as and when they need it. This article questions how prevalent 24×7 IT service desks – “follow the sun” or otherwise – are in 2018.
We’re all familiar with ITSM and self-service, but are we doing it all wrong? This article looks at something called “selfless service” and how to makes the customer journey so much easier to deliver a better customer experience.
As demands on the IT department are rising, customer service expectations increase, could an IT self-service portal be your saving grace?
IT support organizations need to ensure that they know how to succeed with both chat and self-service to succeed with Chatbot initiatives too. Learn how here.
The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
Why and how corporate IT should use “service safaris” to get up from their desks to witness customers’ IT and business realities firsthand.
Simon Johnson explains how “LZS” can aid IT organizations, helping them to understand their level of preparedness for launching self-help and self-service.