Teams | Collaboration | Customer Service | Project Management

Chances are, you have found yourself on this blog because you’re a Business Owner, a CIO, or an IT Manager, who’s looking toward digital transformation to stay relevant with changing times. Can’t blame you though. According to this survey, market pressures are the leading drivers of digital transformation as most efforts are spurred by growth opportunities (51%) and increased competitive pressure (41%).

Last month, we introduced features like Automation Error Handling, Automation Marketplace, Custom Authentication, and Action Versioning. We also made it easier for you to debug failed actions as well as added New Actions for various applications. This month is no exception. This March, in the newest version of Workativ Assistant, based on our consensus of most used IT help desk apps, we’ve added new applications and actions for them. Let’s check them out now.

A pandemic is identified as a rapidly spreading infectious disease that poses a global threat. The result? Decelerated economic growth and social chaos. The COVID-19 outbreak is taking the world by storm. On March 11th, 2020, the World Health Organization declared it as a pandemic due to more than 20,000 confirmed cases back then. The count has only surged now!

Your account is locked. Please use the link to reset your password. It happens one day or the other. Every IT professional has experienced it sometimes. An employee tries to access her corporate e-mail account or business portal. She must present a report in a meeting starting in a few minutes. But her account is locked. She enters and reenters the password several times, tries all the numbers, combinations, and special characters, but still, the account is inaccessible.

A report by Forrester Research concluded that about 20% of all support tickets are related to passwords and unlocking an account. Another study concluded that the cost of a help desk call today averages around 30 Euro, which, undeniably is, quite high in terms of customer serviceability cost. Combining these two studies, it is not difficult to estimate the expenditure IT service desks would bear just to solve tickets related to account unlocking issues.

Image Source Before we go on to what features distinguish Teams from Slack and which collaboration hub you should use for your business’ internal/external communications, consider this: Microsoft is a Behemoth. Slack Technologies — Not so much. Though Microsoft Teams is the new kid on the block, things are already looking like David and Goliath between the two. Why? Because Microsoft Teams already has around 20 million daily active users whereas Slack has only 12 million.

Every time the Help Desk phone rings, it costs your organization, money. One of the best methods for businesses to save money is to automate time-consuming tasks, which, of course, takes the cake when it comes to delivering support. It is important to invest in quality support for your employees, especially as it helps them be more productive. Let’s look at some of the cost metrics that workplace support incurs.

Why is it essential to meet the demands of Gen Z employees who are the latest entrants in the workplace? By 2020, an estimated 50 percent of the world’s workforce will be millennials, which means that by now, most organizations are already seeing an influx of Gen Z workers. The new generation of office-goers co-exist with several generations of co-workers, but the difference between older and new generations are in their priorities, complexities, and challenges.

As we enter into 2020, looking back into 2019, let’s delve into a report from SDI to know about the expectations of service desk professionals for the coming months. The report provides specific data about the service desk – the benefits and struggles with ITSM tools, also outlining key trends, pain areas, and the priorities for 2020 for professionals. One of the key trends seems to be the uptake in AI and chatbot technologies.

According to a recent study, 89% of customers switch seller or service provider, if they find the quality of service is poor. Undeniably, a high level of service delivery tops the wishlist of almost every customer. Another study found out that Tech-based companies such as hardware, software, or cloud specialists are affected the most concerning meeting the expectations of customers. That’s why automating some tasks are of absolute necessity.