Improve Customers Experience with Customer Journeys
Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
Changing ITSM – Let’s Talk Customers, AI, and Mental Health
In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.
5 Simple “Don’ts” for Handling Customer Complaints
Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.
The 4 Foundational Pillars for Better IT Service Desk Performance
What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.
How Internal IT Support Lags Behind External Customer Support
Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.
Don’t Overlook Chat in All the Chatbot Chatter
There’s lots of talk about the potential of chatbots but human-to-human chat could, and should, also be playing a bigger part. Here’s why.
Is the Automation Storm Coming to the Service Desk?
Automation isn’t at a point where you can replace your staff with a bot. However, you should be thinking about the coming day when you can.
Service Safaris: Understand How Corporate IT is Really Used
Why and how corporate IT should use “service safaris” to get up from their desks to witness customers’ IT and business realities firsthand.
Sometimes I Just Want Service, You Can Keep Your Experience
Here Matt Hooper asks: “Does great customer service translate into a great customer experience?” and “Does a great experience result in great service?”
Customer Service Excellence – Now More Than Ever
Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.