It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology.
We’re happy to announce the release of advanced analytics for three more ServiceDesk Plus modules: Request transition history, Projects and Knowledge base management.
Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0. What is tier 0? It’s the self-service tier; the support available to customers that does not require directly interacting with a customer advocate.
There are college degrees in computer science and software engineering that feature various different programming languages and methodologies. Looking further, there are technical architecture courses and many extended forms of tuition designed to school us in every aspect of technology you can think of.
There are two things many support teams struggle with when it comes to knowledge management: knowing exactly what their customers need help with, and how they can keep their help content fresh. Though it’s tough for them, it’s even tougher for customers.
In my previous post, we looked at how event correlation can be used to deal with advanced persistent threats (APTs). The thing is, an APT is just one ugly face of a much larger epidemic: the data breach.
It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over.
This year alone, it’s predicted that holiday retail sales will top $1.10 trillion. It’s a pivotal time for companies: bright and jolly marketing campaigns go out in a flurry and sales teams put on the pressure to get their numbers to an all-time high.