5 ways to improve the service desk and satisfy the users
The Users’s expectations and opinions are really significant in the modern concept of Service Desk. Their experience is the most critical aspect for a successful Service management. And not only ...
Anticipating the customer’s needs: the proactiveness that improves the services
Anticipating the customer’s needs is a fundamental strategy for the Customer Service’s activities, and a real opportunity for the company to set long-lasting and confident relationships with satisfied customers. “81% ...
From the first contact each interaction is an opportunity for the company
The Customer Service is considered one of the most difficult phase in the interaction between brand and customers, mostly if it isn’t well managed the clients can feel frustrated. The ...
Explore data of customer habits and behaviors to ensure value to your service offerings
Knowing customers by exploring data and their habits, through measurement analysis of their data, today is a sensitive topic for both businesses and customers. The modern consumer, often described as ...
Customer Service’s value generates customer satisfaction. Trend 2017
Investing on customer service’s value and introducing new channels of interaction generates customer satisfaction increasing their trust and loyalty. Consumer will dictate how the customer service will evolve: their behaviors, ...
The future directions of the service desk – part 2
What future directions will Service Desk drive? Last week we discussed the above after having reviewed the first four trends that experts of the Service Desk Institute, Howard Kendall and Daniel ...
The future directions of the service desk – part 1
What about the future Service Desk? In the coming years we will experience some important changes in Service Desk management reflecting social changes that are taking place globally. Howard Kendall ...
2017 Technology Overview: Live Chat, ChatBot, ChatOps
Chats, in all its forms, is the single technology that will play a significant role in 2017. As also supported by a report of the Wall Street Journal, instant messaging ...
The Key indicators for a CRM System
The CRM is a tool that must be fully used in the company: is first a centralized storage of information of multiple departments, from sales to marketing, but also is ...
4 ways to increase Customer Satisfaction
How to increase Customer Satisfaction? A topic that is common is the Customer Experience linked to new digital attitudes of customers. But which are the factors that really affect the ...