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:
Now that Britain has voted to leave the European Union, a cloud of questions has risen inquiring about issues ranging from the economy to culture. Since new laws and regulations have been passed for the European Union (EU), many are left confused as to what rules apply to them and which ones do not. An important regulation that cannot be forgotten is the upcoming General Data Protection Regulations (GDPR).
In an age of cloud storage, password key chains, and accounts linked to financial information, it is critical for businesses and individuals to safeguard their data. ESET reports as of April 2016 that ransomware makes up one quarter of all cyber-attacks in the UK, and that number is on the rise.
Currently, the United Kingdom's Data Protection Act governs how personal information is processed and used by organisations and the government. The Data Protection Act is especially relevant to businesses that rely on IT software to store data and information.
Enacted in 1998, the Data Protection Act sought to improve data privacy standards and enable citizens to access and control their personal information. With the exception of national security or criminal concerns, all organisations that store any "identifiable" information, such as names, addresses, or emails, must follow the Data Protection Act and pursue the necessary measures to protect the data and security of users. According to the government's website, there are stronger legal protective measures and repercussions associated with more sensitive information, such as ethnicity, political beliefs, and health.