Giva Blog

Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

16 Examples of Internal Customers, Including Their Common and Unique Support Needs

Examples of Internal Customers

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For any business, understanding the concept of internal customers is most important for keeping all departments working together and operating efficiently.

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IT Help Desk Ultimate Guide

IT Help Desk

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In this ultimate guide to IT Help Desks, we are going to deep-dive into the definition, best practices, pros and cons of outsourcing, comparisons with alternative IT provisions, and the best SaaS tools for IT help desks.

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35 Unique Help Desk Metrics for the Best Agent Performance

Help Desk Metrics

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Measuring help desk agent performance effectively is important for monitoring efficiency of support teams. By tracking key help desk metrics, organizations can gain valuable insights into their help desk operations.

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15 Innovative Call Reduction Strategies and How To’s for Today’s Customer Support

Call Reduction Strategies

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Effective call reduction strategies help maintain a streamlined and efficient call center or help desk operation. By implementing a variety of techniques, companies can not only decrease call volumes but also enhance customer satisfaction and operational efficiency.

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Effective Strategies for Responding to Positive Reviews: Examples and Tips

Responding to Positive Reviews EXamples

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Customer reviews wield significant influence over a business's reputation and success. Learning how to respond to positive feedback not only acknowledges your customers' appreciation but also has positive effects toward the public perception of your company. How you respond can influence both new and returning customers.

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Customer Service Levels: Definitions, Importance and 20 Creative Improvement Strategies

Customer Service Levels

Determining the current customer service level of any support organization plays an indispensable part of a company's success and reputation. Advancing a team's service level helps ensure lasting customer satisfaction and loyalty.

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Complete Guide to Information Technology (IT) Customer Service

IT Customer Service

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While sometimes not considered so, Information Technology (IT) is very customer-oriented. One of the most important functions and measures of success is how customer service is delivered from IT departments.

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Types of SaaS: A Comprehensive Guide Plus Categorized Examples

Types of SaaS

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Software as a Service (SaaS) has become a cornerstone for businesses of all sizes and industries. SaaS solutions offer flexibility, scalability, and cost-effectiveness, making them perfect for modern enterprises.

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Comprehensive Guide to XLAs: Experience Level Agreements and Their Importance

XLAs Experience Level Agreements

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In today's customer-centric world, businesses must prioritize delivering outstanding service experiences. Experience Level Agreements (XLAs) are a necessity for achieving this goal, as they help organizations move beyond traditional Service Level Agreements (SLAs) to meet user expectations.

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Internal Ticketing System: Definition, Top Features, Benefits, and How to Implement

Internal Ticketing System

Internal ticketing systems are an essential part of modern organizational and operational efficiency. IT Service Management (ITSM) teams and help desks often use an internal IT ticketing system to log support tickets. Employees ask for help or for more information, and support team members respond to these with answers or other assistance.

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