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 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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Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.

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Contact centers (not to be confused with call centers) are the nucleus of a company's interactions with its customers. With the contact center, a company can answer customer questions, resolve product or service issues, and maintain customer relationships.

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An effective customer service workflow process is the backbone of any successful customer support operation.

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Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.

A knowledge base is also the foundation for customer-centric self-serve platforms.

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