We’re delighted to announce that ServiceDesk Plus, our flagship IT service management (ITSM) solution, received PinkVERIFY 2011 certification for its IT asset management (ITAM) processes. This adds to ServiceDesk Plus’ existing PinkVERIFY certifications for its incident management, request fulfillment, and change management processes.
Most companies understand the importance of implementing omnichannel support—however, despite efforts to provide customers with a seamless experience, 85% of organizations still have fragmented channels. This is especially problematic for businesses since a cultural shift is underway, driven by millennials who have little desire to get support over the phone, instead preferring text or messaging channels.
Technology is revolutionizing every aspect of our lives, and the health sector is not an exception. The industry is actively blending newer life-saving technologies on an ongoing basis. Research indicates that about 86% of healthcare service providers and related organizations are already using artificial intelligence, and the numbers continue to grow.
As a company grows in size and complexity, so does the nature of its customers’ issues. As a result, modern enterprises need to constantly evaluate and update the tools, processes, and systems it uses to solve customer problems.
Creating more personalized and modernized customer experiences means first understanding the customer experience—that means bringing customer data together from a variety of different sources. It’s a great idea in theory, but it’s also a complicated one. Support professionals understand the need to bring all that data in, but the technical elements are often too costly and complicated to prioritize.