Collaboration | Teamwork | Project Management

Customer Service


Try The New Vivantio Tour

Have you tried out our latest free self-guided tour of the award-winning and highly rated Vivantio service management solution? We just upgraded our “no obligation” tour that now dives even deeper into our flexible unified service management platform providing you with more insights on: Discover how Vivantio can empower your teams to elevate the customer experience and take the tour today!


8 ways to adopt and grow a customer service mindset

Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help, it needs to be executed well. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand will fall apart. Ninety-six percent of consumers around the globe believe customer service is an important factor when it comes to brand loyalty, according to a Microsoft study.

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A Comprehensive Guide to Understanding Customer Effort Score

We’ve all experienced bad customer service at one point or the other. And I’m sure we can all agree upon the fact that it can be extremely frustrating and time-consuming. But no brand wants to piss off customers on purpose. No brand wants to make their customers spend extra time and effort when they need help. So, where does the problem lie then? A lot of companies don’t consciously factor in customer effort when designing experiences.


Service Desk KPI: Defining IT Agent Performance

A key performance indicator, or KPI, is a metric (of your designation) that will help you determine whether your help desk is working correctly or if it could use a tune-up. KPIs are important because they allow you to establish and track metrics that make a real-world impact for both the customer and help desk agents.


Coppel Wins Best Service Desk Improvement Project at the 2021 IT Service & Support Awards

Coppel, one of the leading department stores in Mexico, has been awarded Best Service Desk Improvement Project at the 2021 IT Service & Support Awards LATAM. The Service Desk Institute's IT Service & Support Awards seek to highlight the achievements of IT organizations as well as leaders working in the Digital Service Management and Technical Support industry.


How to Identify and Overcome Customer Pain Points

Every product or service has been designed with the intention of fulfilling a particular need. Yet, why is it that only a few are an instant hit among the masses and the rest pass by unnoticed? Whether you are a small business or a large enterprise, you can excel only when you identify and address your customer’s pain points. But what does that mean? How do you find out about your customer pain points? Once you determine them, how do you improve your customer experience?


Percentage of sales method: What it is and how to calculate it

Most businesses think they have a good sense of whether sales are up or down, but how are they gauging accuracy? With shifting budgets and different departments needing more or less from the company every month, having a precise account of every expense and how it relates to future sales is a must. That’s where the percentage of sales method comes in handy.


Service Desk Performance Benchmarks and Their Ultimate Value

So you’ve got your service desk up and running. But how do you know that it’s running the way it’s supposed to be? Service desk performance is measured across many domains, so it’s not always clear-cut whether any optimization is necessary. Getting the right service desk benchmark can go a long way towards helping you make the best out of your brand new IT solution. Let’s talk about it.