Technology and the world are constantly changing, which is why companies must be at the forefront of innovations in terms of digital transformation, since technological tools are evolving and gaining new functionalities to meet the needs of companies in different areas, such as, for example, in service management.
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This is a time when business leaders, both in IT and in other areas of the companies (finance, administration, human talent, among others), are facing a series of challenges that were not foreseen, which has led to take actions and measures that seek the integration of technology in the provision of existing services, their automation and the innovation of new services in line with the new reality.
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If you think your business is not ready or does not need a Service Desk, after reading this article you will think differently.
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A lacklustre IT department limits a company's ability to meet changing market demands, lengthens the time required to develop and launch new products and services, and damages business operations and stifles innovation and ultimately degrades customer satisfaction.
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Most organisations provide their employees with a laptop to carry out their work. This means that when a user has a problem with that equipment, he himself submits a ticket to his IT department.
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The function of the Help Desk is to provide users with a single point of contact through which their needs related to the use of resources and services of technological platforms are resolved and/or channelled, always in accordance with a standard adopted by the company. The objectives of a help desk include the following.
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IT teams already have the ability to self-repair.
Several predictions have been made about the future of customer service. Today, we want to focus on self-healing service tools. A recent report points out that.
Under a quality approach where trust, availability, capacity and security are paramount, the importance of information technology (IT) in the support and execution of operations is recognised as fundamental by organisations.
Continue readingToday, one of the main demands of consumers is to receive exceptional service throughout their relationship with the company, which makes customer experience one of the greatest differentiating values.
Continue readingOne way to differentiate yourself and, above all, to gain an advantage over your competitors is to offer good customer service. Nowadays, customers want to feel well attended to, as quickly as possible and that their queries or complaints are resolved. Everyone has experienced the experience of waiting in line for several minutes before finally getting a response from someone on the other end.
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