Helpdesk

The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.

freshworks

7 Chatbot Features That Make Your Bot a Success

When chatbots were first introduced in customer support, they were only capable of executing rule-based commands that often led to poor customer experiences. Chatbot features back then weren’t developed keeping user experience in mind, and caused frustration instead of offering solutions. Chatbots have evolved over time, but so have customer expectations. Customers today do not accept experiences that are less than ideal.

teamsupport

Part 4: Enabling Collaboration of Customer Support Teams in Remote Environments

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3, now concludes with Part 4 where we review more solution tools to empower customer support teams.

servicenow

Accenture and ServiceNow reimagine the future of business

Accenture and ServiceNow’s new partnership accelerates digital transformation and time to value for customers. Today’s business environment demands digitization. Specifically, digital workflows that transform how employees work, how customers receive service, and how work, well, flows. That’s because in the COVID-19 era, organizations are under pressure to innovate faster, reduce costs, improve productivity, and meet their customers’ needs.

Real-time support dashboards with Geckoboard and Zendesk

Learn how to use Geckoboard’s Zendesk Support integration to create a real-time dashboard that helps your support team stay on top of key metrics throughout the day. In this video I connect Zendesk to Geckoboard and create a basic dashboard that visualises live metrics from our Zendesk account, including first reply time, CSAT, and ticket volume, using a range of visualizations.
zendesk

Measuring customer experience with Zendesk Explore

Knowledge is power, especially in the world of customer service. According to the 2020 CX Trends Report, companies that leverage the most data have 36% faster resolutions, 79% reduction in customer wait time, and four times as many solved customer requests. But to reap those benefits, you need a powerful business intelligence tool.

teamsupport

Part 3: Enabling Collaboration of Customer Support Teams in Remote Environments

In Part 1 of this blog series, we introduced why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. In Part 2, we dove into tips for fostering collaboration and engagement among support team members and between agent and customer.

teamwork

What's new in Teamwork Desk

There’s a sense that productivity is soaring amongst companies as most have adjusted well from the shift to remote working. Like many others, Teamwork Desk has risen to the challenge and delivered a plethora of features, enhancements, and integrations over the last quarter — to help you work more efficiently. Here are some of the features the team has been working on.

teamsupport

Part 2: Enabling Collaboration of Customer Support Teams in Remote Environments

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Now in Part 2, we dive into tips for enabling collaboration and engagement among support team members.

Configuration management database (CMDB) in ServiceDesk Plus

Learn how the Configuration Management Database (CMDB) works in ServiceDesk Plus, how to set up your own CMDB, and how it helps IT teams manage their IT infrastructure better. ServiceDesk Plus is an IT service management (#ITSM) software that helps organizations streamline their ticketing, and manage their IT efficiently, ensuring there's minimal downtime and top notch IT service delivery.