Giva Blog Categories : Outsourced Customer Service

Never in human history have we been so reliant on technology. Businesses, organizations, and governments everywhere rely on software and IT services to function. The tireless IT help desk, service desk, and IT service management teams (ITSM) are keeping all of this technology working.

Organizational leaders often need to decide the best approach for providing IT support for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"

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Self-service in IT Service Management (ITSM) refers to a model in which users can access and manage IT services without needing to involve IT staff or other intermediaries. This is accomplished through customer self-service portals or other tools that provide the information and resources needed to resolve common issues or grant access to services.

In the ITSM landscape, self-service can present itself in several ways. For example, it can:

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Customer support automation — using digital services and tools, including chatbots and self-serve solutions — is a powerful way to reduce operational costs as much as 40% and provide 24/7 service to customers.

Businesses everywhere are using chatbots within customer service operations. In most cases, customers are happy to engage with chatbots when they have simple questions or problems that need resolving.

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Apologies are a necessary part of recovering from your mistakes. In the customer service industry, knowing how to deliver a meaningful apology is a crucial skill everyone should be willing to improve in themselves.

However, it takes more than saying "sorry" to make a change. Customers want fast, simple solutions to their problems. And when they can't solve it themselves, customer reps need the ability to tell them what to do instead of apologizing and asking them what they need.

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From fuel at the pumps to food at the grocery store, everything costs more these days. The reason? Inflation. According to data from the U.S. Labor Department and shared via the U.S. Inflation calculator, the country is experiencing an annual inflation rate of 8.3% for the 12 months leading up to April 2022. That is an astoundingly high number in comparison to previous years. In fact, it is the highest rate of inflation since 1982. The result? A trickle-down effect, meaning companies are incurring greater costs to bring in products, with these additional costs passed down to the consumer. 

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of emails going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.

Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.

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Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovative ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about innovations and best practices for a call center which are essential for its effectiveness. But before exploring, we first need to understand a few foundational ideas about call centers.

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What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

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