Unlock the distinctions between Enterprise Service Management (ESM) and IT Service Management (ITSM). Discover how understanding these differences can elevate operational efficiency, cross-departmental collaboration, and overall business success.
In the vast and ever-changing realm of cybersecurity, being proactive rather than reactive is crucial. As the magnitude and frequency of cyberattacks continue to soar, it’s evident that traditional, manual methods of incident response may not suffice.
In an increasingly digital and customer-centric business landscape, having an effective customer service channel strategy is no longer a luxury—it’s a necessity. In this article, we will explore the art of building a successful customer service channel strategy that caters to diverse customer preferences.
In today’s highly competitive business landscape, understanding your customers is not just beneficial—it’s critical for success. But how can businesses truly gauge the health of their customer relationships? The answer lies in leveraging data through customer health metrics.
In today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor, delivering superior customer service has emerged as a strategic business imperative.
Discover the benefits of ITIL4, the latest version of the ITIL framework for IT service management. Learn how it differs from previous versions and how it can help your company improve efficiency and reduce costs. Check out our latest blog post for statistics on ITIL adoption and success rates.
This is it! The tenth and final post of our ten-part series covering The Complete Guide to Customer Service Transformation, where we summarize and help illuminate a path to inspiring change and fostering widespread adoption of your vision for B2B service excellence.
As we near the conclusion of our enlightening ten-part series covering The Complete Guide to Customer Service Transformation, it is time to cover an essential yet often overlooked topic – flexibility. While standard procedures are important, adapting to the unique needs of different customer segments is the key to fostering lasting relationships.
With the eighth post in our ten-part series covering The Complete Guide to Customer Service Transformation, the topic of focus is a key component of an efficient and customer-centric service strategy: self-service capabilities.
Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process.
Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system.
Integrations are critical to a strong customer experience because they help your software connect and become a unified service platform that shows a full customer journey. This can provide insight that helps you continuously improve.
To improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better impression of a business, we recommend doing three key things first.