The value of IT Service Management has largely been recognized over recent years. It plays a major role in improving organization functions and opens up new possibilities for development. Because ITSM is very much influenced by technological innovations, it has experienced many changes over the past year. Giva has compiled a list of upcoming trends and changes affecting ITSM in 2020:
Customer service (CS) is becoming one of the biggest differentiators between successful and unsuccessful businesses. More specifically, there has been a rising focus on CS on social media and its effectiveness in increasing revenue. For this reason, many events this year have decided to focus on the digital customer journey. Below is a list of upcoming CS events for 2020.
For two decades, Giva has been offering its cloud software Service Management Suite™ at an affordable price, with options that can accommodate teams, small and medium businesses and large enterprises. In spite of the industry's competitive nature, Giva plays a major role in its customers' growth and expansion projects by providing Agile customer service help desk, service desk, asset management, knowledge management and IT change management software. Here are just a few reasons why Giva could truly be the bridge to your breakout success.
Customer service (CS) is becoming one of the biggest differentiators between successful and unsuccessful businesses. More specifically, there has been a rising focus on CS on social media and its effectiveness in increasing revenue. For this reason, many events in 2019 have decided to focus on the digital customer journey. Below is a list of upcoming CS events for 2019.
Proactivity in customer service is an efficient way of cementing customer loyalty while simultaneously decreasing service calls and ticket traffic by solving problems before they even come into existence. It does not necessarily mean anticipating your customer's every move. Rather it consists of predicting their needs and issues, while proactively providing them with solutions. Proactivity in customer service can be achieved by:
Oftentimes, news of an organization's social customer care (or lack thereof) goes viral and for a short amount of time, the business is put under the microscope by news outlets and social media users. It is at this point where its online presence and history are closely monitored. This provides it with an opportunity to impress curious users who decide to take a look at the services it provides and grow its customer base. But creating content in the hopes of going viral is not the only way an organization can leverage the ever growing popularity of social media. In fact, it is the most uncommon. Below is a list of ways that you can use your social media presence to strengthen customer loyalty and increase foot traffic to your business:
The number of Millennials today has reportedly surpassed that of Baby Boomers to become the largest generation group in the US. Consequently, they not only dominate the commercial industry but also have a great influence on healthcare, meaning that in order for providers to stay on top of the generational shift, they need to develop their capabilities to cater to a more tech savvy population. Here are some of the ways Millennials have changed healthcare:
No matter how hard you may try, delivering great customer service all the time may simply not be possible. Even if you take your job seriously, slip ups will inevitably occur. Significantly, providing perfect customer service is not what makes your organization great, rather it is the way in which you handle bad situations with customers. Here are a few tips on how to remedy a bad customer service situation:
Knowledge management (KM) is the cornerstone of any organization. It is what employers use to function and what they rely on to provide good customer service. Giva has compiled nine nugget tips from four KM experts:
You answer the ringing phone on your desk. "Customer Service. How may I help you?" The response you receive is high pitched with agitation. "Hello, I've been waiting for 3 days and I still have not received my..." You can sense that the caller has sat through many long phone calls before she was able to finally reach you, the Customer Care Manager. She complains about the careless attitude of your company's CS representatives, the slow response time and a long list of other things. You understand from her complaints that she has been repeatedly ignored, lied to and made to chase her own tail. This is the fifth time you receive a call like this today and decide that something must be done.