Operations | Monitoring | ITSM | DevOps | Cloud

Having a unified central help desk software has multidimensional benefits for businesses. Helpdesk software offers a robust solution by creating a definite workflow to raise tickets and seek interventions. This is much better than having disparate systems with no role definitions as such. Customer interactions help cement relations, ultimately contributing to brand building in a big way.

Customer success management is designed to optimize customer engagement and encourage them to unlock value from your professional services. What customer success looks like for your professional services business will depend on customer objectives. Customer success managers must work to ensure that customers are in the best position to hit these objectives.

Successful customer service requires connecting the dots across an entire organization’s teams, systems, and data to address customer needs seamlessly and efficiently. A task of this magnitude and facets comes with myriad challenges. Automation, artificial intelligence (AI), and other advanced technologies can help. Let's explore three ways you can use emerging tech to address your customers' needs proactively and effectively.

With more than 7,000 customers and double the number of employees ServiceNow had four years ago, our digital technology (formerly IT) operations team faced increased demand for compute, storage, and bandwidth. At the same time, we had to maintain tight security controls. We embrace a three-zero strategy: zero unplanned outages, zero physical footprint, and zero user-reported incidents.

Lionel Ritchie thinks Sunday morning is easy. Ella Fitzgerald thinks living is easy when it’s summertime. Loving is easy too, according to Rex Orange County. I haven’t heard anyone sing about customer experience just yet (Alexa?). But every time I preorder my Starbucks latte so it’s waiting for me at the store on my way to work, I’m reminded just how important easy is. If easy is the on/off switch for great experience, then speed controls the volume.

How a Northern-European car manufacturer dramatically reduced incoming tickets related to low disk space using 4 key automations. Incident tickets are an unavoidable, routine aspect of working in IT. But failing to identify and solve the root cause of the issue behind repeated tickets will cause unresolved tickets to pile up, creating a huge disruption for IT and employees.