Omnichannel: How to Use it To Deliver Outstanding Customer Experience
Posted on Tuesday 24 January 2023.
Today, there are many ways to connect and communicate with an organisation. You can choose from more traditional channels, such as email support, phone, and social media, to more recent channels, such as Live Chat, Support Widgets, mobile apps, and AI-powered Chatbots. However, omnichannel isn’t just about information availability! It’s about providing a holistic support
Here Are the Top 12 Most Popular SDI Blogs in 2022
Posted on Monday 19 December 2022.
Undeniably, it can be very challenging to predict with certainty what IT & ITSM trends we should expect every year. The industry is constantly evolving and subject to rapid changes and challenges of ever-changing market conditions. However, looking back at the beginning of this year, we can predict some trends that will continue to
Questions to Ask Before (and After) Implementing an IT Self-Service Portal
Posted on Wednesday 13 July 2022.
If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how a support team works, right? When today’s end-users try to solve an issue, they usually want two things… First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support
Experience Level Agreements – What They Are and What They Are Not!
Posted on Thursday 14 April 2022.
The Essence of Enterprise Service Management (a snippet)….
Posted on Wednesday 11 August 2021.
By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and
CX: Delivering Happiness – The Series, Part 5
Posted on Thursday 21 January 2021.
CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience. It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have