Giva Blog

IT help desk outsourcing has been around almost as long as there have been IT help desks.

IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.

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Compared to recruiting and managing an in-house customer service team, outsourced customer service is the most time and cost-effective, and resource-efficient way to manage customer service at scale.

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It's no secret that happy customers are the heart and soul of any business. With happy customers, you get a healthy business that can thrive and make a positive influence in its respective industry. Or, for you foodies out there, think of it this way: happy customers are the bread and the butter of fancy restaurants. They come first.

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With the tremendous amount of information available now online, it's easy to get lost in endless lists of Customer Experience (CX) statistics. While one might find lists of dozens — even hundreds — of statistics, it can be overwhelming to sift through them all to find the ones that truly matter to you.

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In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.

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The world of customer service is constantly evolving, especially given modern technology. With this comes changing consumer expectations. Then, innovation becomes paramount. In 2024, technology, data, and customer-centric strategies converged to shape how organizations approach customer service.

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For 2025, IT Service Management (ITSM) is set to evolve significantly with technology-driven advancements.

We have already seen that Artificial Intelligence (AI) — such as ChatGPT — and similar tools have made an impact this year, and we expect that trend to continue in 2025.

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With the speed of information, gone are the days where businesses can wait for problems to arise before addressing them. Proactive customer service shifts the focus from reacting to customer issues to anticipating and resolving them before they occur.

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With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".

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