Recently, the IT Service Management (ITSM) world has seen an increased focus on self-service IT. An increasing number of organisations are taking it on as a stronger and more beneficial approach in ITSM for a wide range of reasons. Self-service opens up unrivaled opportunities in both CS (Customer Service) and internal processes. Here are some of the benefits that may be expected by integrating self-service IT into your operations:
The quality of the customer journey is what determines the fate of any organisation. The experiences that your clients have before they even access your site or enter your offices matter. A sponsored ad on Facebook may be the first interaction you have with a customer.
The key to a seamless customer experience (CX) is that the buyer does not even notice the experience. The transaction should be so effortless and natural, to the point that customers barely feel it. Ironically, these experiences are often the most memorable and make customers come back for more. Below is a list of ways that can assist businesses in developing more seamless CX for their clients:
Though overall customer service in the UK has improved, statistics from the recent 2017 report by the Institute of Customer Service show that there has been an increase in customer effort and disputes with organisations. This means that while things are looking up for the industry, there is much room for improvement. Here are four ways to do that: