© ITSM Guru, 2015. All rights reserved.
Blog
IT Service Management implementation phases:
Assessment - gather
current state and
understand desired state
Design - develop and
architect future state
Plan - establish roadmap
activities to achieve end
state
Implement - deploy plan
and course correct where
necessary
Maintain - support and
continual service
improvements
Dolore, elit veniam deserunt,
id cillum esse occaecat irure
tempor culpa veniam quis.
Eu pariatur eu magna
excepteur officia nisi irure
dolor eu cillum. Laboris, sed
voluptate. Dolor eiusmod est
qui voluptate sint eu, dolore
dolor ut nulla sint
consectetur. Proident elit
tempor officia dolor lorem
dolor eu dolore aute elit
eiusmod deserunt.
Posted: Friday 4th April 2015
Chief ITSM Guru
Significantly Reducing Customer Support Tickets
Customer support teams, now confront more challenges inside their businesses
including, the need to cut costs, gain in customer satisfaction ratings and improve
customer loyalty.
To effectively manage customer support representatives and bring about optimal
performance, while at the same time furnishing customers with the quality of
support they require, businesses must leverage technology to enable as much 24/7
customer self-service as possible and cut back on the number of tickets/calls to
their support teams.
In addition, businesses must engage their customers and ask for feedback to
determine satisfaction and to stay up on the issues most important to their
customers. So let's take a look at how to leverage Internet technology to empower
customers with the ability to self-serve.
Much of Web 2.0 Technology can be harnessed and put to work for the small
business owner without paying thousands for a premier CRM system. It may
require integrating a few systems from different developers, but it certainly can be
done. So let's take a look at what this Web 2.0 Technology really does.
What Is The Real Power In Web 2.0?
Of the many attributes that characterize the phenomenon that has come to be
known as "Web 2.0," one of the most marked, is user empowerment. Web
applications today enable users to engage in social and business networking, share
their thoughts in blogs, contribute to wiki creation, become part of online
communities, develop applications, influence their product and service providers,
and even create entire lives separate from their everyday physical existence. (Have
you ever taken a look at Second Life?)
A Customer Support Gold Key
Here's one of the keys: by offering a quality experience through self-service,
businesses can actually impact the top-line as well as the bottom line - a result that
wasn't even considered in the near past. A satisfactory self-service session can
greatly improve customer satisfaction, and therefore retention, thus encouraging
users to do more business with their provider. Moreover, companies can use
service sessions as cross-selling and up-selling opportunities.
Now while I'll grant you integrating 2 or 3 free systems to provide self-service
support channels will require more time and effort than just installing a standalone
support/ticket desk, even though doing so does not require being a programmer.
The bonus for spending the extra time and effort is you will have an extremely high
probability of providing the kind of support your competitors can only dream of.
Of course, the kind of success that results in significant savings and improved
customer satisfaction requires a sound strategy that gives self-service initiatives the
resources they deserve. It means setting goals and objectives, mapping processes,
establishing metrics to measure performance, choosing the right technologies -
such as portals, knowledge bases and survey tools - marketing self-service as a
channel, and continually getting feedback so improvements can be made.
Posted: Friday 8th May 2015
Jimmy “Mr. What’s Trending”
Mollit excepteur eu ut mollit magna quis deserunt
officia eu duis dolor, in commodo
Sint nisi ut est cupidatat dolor est sit est. Pariatur qui nisi ad, ut irure cillum et dolore, eu adipisicing aute fugiat dolore. In sint voluptate occaecat ut eiusmod sunt eiusmod. Duis ullamco ex sunt et, sit lorem commodo dolor, sit amet et, aliqua nulla aliqua. Aliqua cillum dolore amet, commodo cillum, nostrud ullamco ipsum sint laboris exercitation tempor irure in. Id, elit nisi enim excepteur exercitation sint reprehenderit, in dolor incididunt ea in esse ut sit do quis exercitation.
© Lorem ipsum dolor sit Nulla in mollit pariatur in, est ut dolor eu eiusmod lorem 2014
Blog
IT Service Management implementation phases:
Assessment - gather current state and understand desired state
Design - develop and architect future state
Plan - establish roadmap activities to achieve end state
Implement - deploy plan and course correct where necessary
Maintain - support and continual service improvements
Dolore, elit veniam deserunt, id cillum esse occaecat irure tempor culpa veniam quis. Eu pariatur eu magna
excepteur officia nisi irure dolor eu cillum. Laboris, sed voluptate. Dolor eiusmod est qui voluptate sint eu,
dolore dolor ut nulla sint consectetur. Proident elit tempor officia dolor lorem dolor eu dolore aute elit
eiusmod deserunt.
Posted: Friday 4th April 2015
Chief ITSM Guru
Significantly Reducing Customer Support Tickets
Customer support teams, now confront more challenges inside their businesses
including, the need to cut costs, gain in customer satisfaction ratings and improve
customer loyalty.
To effectively manage customer support representatives and bring about optimal
performance, while at the same time furnishing customers with the quality of
support they require, businesses must leverage technology to enable as much 24/7
customer self-service as possible and cut back on the number of tickets/calls to
their support teams.
In addition, businesses must engage their customers and ask for feedback to
determine satisfaction and to stay up on the issues most important to their
customers. So let's take a look at how to leverage Internet technology to empower
customers with the ability to self-serve.
Much of Web 2.0 Technology can be harnessed and put to work for the small
business owner without paying thousands for a premier CRM system. It may
require integrating a few systems from different developers, but it certainly can be
done. So let's take a look at what this Web 2.0 Technology really does.
What Is The Real Power In Web 2.0?
Of the many attributes that characterize the phenomenon that has come to be
known as "Web 2.0," one of the most marked, is user empowerment. Web
applications today enable users to engage in social and business networking, share
their thoughts in blogs, contribute to wiki creation, become part of online
communities, develop applications, influence their product and service providers,
and even create entire lives separate from their everyday physical existence. (Have
you ever taken a look at Second Life?)
A Customer Support Gold Key
Here's one of the keys: by offering a quality experience through self-service,
businesses can actually impact the top-line as well as the bottom line - a result that
wasn't even considered in the near past. A satisfactory self-service session can
greatly improve customer satisfaction, and therefore retention, thus encouraging
users to do more business with their provider. Moreover, companies can use
service sessions as cross-selling and up-selling opportunities.
Now while I'll grant you integrating 2 or 3 free systems to provide self-service
support channels will require more time and effort than just installing a standalone
support/ticket desk, even though doing so does not require being a programmer.
The bonus for spending the extra time and effort is you will have an extremely high
probability of providing the kind of support your competitors can only dream of.
Of course, the kind of success that results in significant savings and improved
customer satisfaction requires a sound strategy that gives self-service initiatives the
resources they deserve. It means setting goals and objectives, mapping processes,
establishing metrics to measure performance, choosing the right technologies -
such as portals, knowledge bases and survey tools - marketing self-service as a
channel, and continually getting feedback so improvements can be made.
Posted: Wednesday 12th March 2014
Sunt in velit dolor ipsum amet
Ex in, do nisi est irure eiusmod ipsum
Tempor aute, ut proident. Ut, deserunt magna, in ullamco. Ullamco in ad. Cillum proident elit, enim esse ut minim elit culpa labore. Esse quis id lorem, amet, dolor deserunt ut dolor velit labore sint elit amet laboris. Velit duis occaecat proident, magna anim magna. Deserunt, nulla mollit consequat nisi elit sint, labore anim sit ut consequat ullamco exercitation incididunt reprehenderit culpa exercitation. Eiusmod veniam consectetur culpa mollit aliqua aute labore minim ipsum aliqua consequat, voluptate mollit ipsum non sint. Labore tempor sunt ut. Ex do cillum excepteur ullamco in dolore. Ea in occaecat dolore deserunt quis. In tempor est ex eu incididunt ut velit sunt fugiat dolor elit, ad incididunt. Sint ea, ipsum ut commodo in nulla enim minim dolore duis commodo.
Posted: Friday 8th May 2015
Jimmy “Mr. What’s Trending”
Mollit excepteur eu ut mollit magna quis deserunt
officia eu duis dolor, in commodo
Sint nisi ut est cupidatat dolor est sit est. Pariatur qui nisi ad, ut irure cillum et dolore, eu adipisicing aute fugiat dolore. In sint voluptate occaecat ut eiusmod sunt eiusmod. Duis ullamco ex sunt et, sit lorem commodo dolor, sit amet et, aliqua nulla aliqua. Aliqua cillum dolore amet, commodo cillum, nostrud ullamco ipsum sint laboris exercitation tempor irure in. Id, elit nisi enim excepteur exercitation sint reprehenderit, in dolor incididunt ea in esse ut sit do quis exercitation.
© Lorem ipsum dolor sit Nulla in mollit pariatur in, est ut
dolor eu eiusmod lorem 2014
Blog
IT Service Management implementation phases:
Assessment - gather current state and understand
desired state
Design - develop and architect future state
Plan - establish roadmap activities to achieve end
state
Implement - deploy plan and course correct where
necessary
Maintain - support and continual service
improvements
Dolore, elit veniam deserunt, id cillum esse occaecat
irure tempor culpa veniam quis. Eu pariatur eu
magna excepteur officia nisi irure dolor eu cillum.
Laboris, sed voluptate. Dolor eiusmod est qui
voluptate sint eu, dolore dolor ut nulla sint
consectetur. Proident elit tempor officia dolor lorem
dolor eu dolore aute elit eiusmod deserunt.
Posted: Friday 4th April 2015
Chief ITSM Guru
Significantly Reducing Customer Support
Tickets
Customer support teams, now confront more
challenges inside their businesses including,
the need to cut costs, gain in customer
satisfaction ratings and improve customer
loyalty.
To effectively manage customer support
representatives and bring about optimal
performance, while at the same time furnishing
customers with the quality of support they
require, businesses must leverage technology
to enable as much 24/7 customer self-service
as possible and cut back on the number of
tickets/calls to their support teams.
In addition, businesses must engage their
customers and ask for feedback to determine
satisfaction and to stay up on the issues most
important to their customers. So let's take a
look at how to leverage Internet technology to
empower customers with the ability to self-
serve.
Much of Web 2.0 Technology can be harnessed
and put to work for the small business owner
without paying thousands for a premier CRM
system. It may require integrating a few
systems from different developers, but it
certainly can be done. So let's take a look at
what this Web 2.0 Technology really does.
What Is The Real Power In Web 2.0?
Of the many attributes that characterize the
phenomenon that has come to be known as
"Web 2.0," one of the most marked, is user
empowerment. Web applications today enable
users to engage in social and business
networking, share their thoughts in blogs,
contribute to wiki creation, become part of
online communities, develop applications,
influence their product and service providers,
and even create entire lives separate from their
everyday physical existence. (Have you ever
taken a look at Second Life?)
A Customer Support Gold Key
Here's one of the keys: by offering a quality
experience through self-service, businesses can
actually impact the top-line as well as the
bottom line - a result that wasn't even
considered in the near past. A satisfactory self-
service session can greatly improve customer
satisfaction, and therefore retention, thus
encouraging users to do more business with
their provider. Moreover, companies can use
service sessions as cross-selling and up-selling
opportunities.
Now while I'll grant you integrating 2 or 3 free
systems to provide self-service support
channels will require more time and effort than
just installing a standalone support/ticket desk,
even though doing so does not require being a
programmer. The bonus for spending the extra
time and effort is you will have an extremely
high probability of providing the kind of
support your competitors can only dream of.
Of course, the kind of success that results in
significant savings and improved customer
satisfaction requires a sound strategy that gives
self-service initiatives the resources they
deserve. It means setting goals and objectives,
mapping processes, establishing metrics to
measure performance, choosing the right
technologies - such as portals, knowledge
bases and survey tools - marketing self-service
as a channel, and continually getting feedback
so improvements can be made.
Posted: Wednesday 12th March 2014
Sunt in velit dolor ipsum amet
Ex in, do nisi est irure eiusmod
ipsum
Tempor aute, ut proident. Ut, deserunt magna, in ullamco. Ullamco in ad. Cillum proident elit, enim esse ut minim elit culpa labore. Esse quis id lorem, amet, dolor deserunt ut dolor velit labore sint elit amet laboris. Velit duis occaecat proident, magna anim magna. Deserunt, nulla mollit consequat nisi elit sint, labore anim sit ut consequat ullamco exercitation incididunt reprehenderit culpa exercitation. Eiusmod veniam consectetur culpa mollit aliqua aute labore minim ipsum aliqua consequat, voluptate mollit ipsum non sint. Labore tempor sunt ut. Ex do cillum excepteur ullamco in dolore. Ea in occaecat dolore deserunt quis. In tempor est ex eu incididunt ut velit sunt fugiat dolor elit, ad incididunt. Sint ea, ipsum ut commodo in nulla enim minim dolore duis commodo.
Posted: Friday 8th May 2015
Jimmy “Mr. What’s Trending”
Mollit excepteur eu ut mollit
magna quis deserunt officia eu
duis dolor, in commodo
Sint nisi ut est cupidatat dolor est sit est. Pariatur qui nisi ad, ut irure cillum et dolore, eu adipisicing aute fugiat dolore. In sint voluptate occaecat ut eiusmod sunt eiusmod. Duis ullamco ex sunt et, sit lorem commodo dolor, sit amet et, aliqua nulla aliqua. Aliqua cillum dolore amet, commodo cillum, nostrud ullamco ipsum sint laboris exercitation tempor irure in. Id, elit nisi enim excepteur exercitation sint reprehenderit, in dolor incididunt ea in esse ut sit do quis exercitation.
