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Jan 26, 2023   |  By Vivantio Team
The customer service experience is one of the most important aspects of a sales-driven business. When consumers have a good one, they are more likely to purchase again and to refer friends and family. This is all in addition to establishing a quality reputation as a business that takes care of those that work with them. Customer experience is different from good customer service, in any case.
Jan 24, 2023   |  By Vivantio Team
Going into the New Year, businesses need to understand trends shifting their competition’s business and how consumers and clients engage with their vendors. In addition, with the landscape of customer service changing so much over the past few years, client expectations and the goals of the businesses that serve them are also changing. Many of these trends are responses to the noticeable economic and social changes happening worldwide, while others have remained consistent over time.
Jan 23, 2023   |  By Vivantio Team
Small businesses may be used to handling customer concerns as they come by simply taking calls or complaints on the spot. However, as businesses and their clientele both grow, this kind of impromptu system becomes unviable. Too many complaints come through too many channels, requiring businesses to find a better solution. If not, they will almost certainly contend with low customer satisfaction and potential legal issues.
Jan 23, 2023   |  By Vivantio Team
Customer service is a complex process. Software tools can help businesses simplify this process, and can also help improve the customer experience by improving client perceptions during interactions to settle questions or concerns. This improves customer satisfaction, and in turn, makes consumers more open to making repeat purchases. Such software tools vary in feature sets, but their general purpose is to make the ticket-handling process more efficient.
Jan 18, 2023   |  By Vivantio Team
Customer service (CS) seems like a simple enough concept on the surface. And yet, the practices and preparation required—to provide a truly unique customer experience and create loyal clients—take a greater depth of understanding and experience to get things right. This is especially true for meeting the needs of businesses, which are naturally more complex and comprehensive than those of individual consumers.
Jan 12, 2023   |  By Vivantio Team
Your customer experience is your business growth driver. Unfortunately, the gap between what companies think they’re delivering and what customers believe is wide; 87% of companies believe their customer experience is excellent, but only 11% of customers agree. So, if you use your customer experience as a growth strategy, you must address your customer service management system first.
Jan 6, 2023   |  By Vivantio Team
Integrations are critical to a strong customer experience because they help your software connect and become a unified service platform that shows a full customer journey. This can provide insight that helps you continuously improve.
Dec 23, 2022   |  By Vivantio Team
A customer service management platform is a software platform that provides a variety of tools, information, and workflows relating to customer service and the customer experience. It goes beyond the functions of a more basic ticketing system while still offering the vital functions that those systems provide. A CSM platform will enable you to manage better relationships, boost productivity and improve the customer journey.
Dec 16, 2022   |  By Vivantio Team
ITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value creation.” This is comprised of five elements: It’s vital to understand the core principles before you can relate them to customer service, as they all play a role in the customer journey.
Dec 7, 2022   |  By Vivantio Team
To improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better impression of a business, we recommend doing the following three first: ITIL best practices haven’t historically been utilized in CSM operations or improvements. Still, frameworks like ITIL and COBIT (Control Objectives for Information Technology) have a lot of innovation and efficiency to offer within the customer experience.
Mar 1, 2022   |  By Vivantio
Is your service management software supporting the needs of all of your service departments? Vivantio's service management platform is flexible for a reason - that's what our customers need. Even though many of our customers originally explored Vivantio for IT purposes, they quickly discovered just how easy it is to accommodate the needs of other business units. Watch and learn how Vivantio can support the departments in your business.
Jan 31, 2022   |  By Vivantio
Let’s take a look at Automation. Automation reduces workload, improves efficiency, and decreases costs. With the right service management solution like Vivantio, you can manage complex workflows and automate recurring processes within your business, removing the need for manual resources. Many tasks can be automated, from finance and HR management to project management, team collaboration and reporting. Watch the video to learn more.
Dec 29, 2021   |  By Vivantio
Did you know that better customer service has a direct effect on accelerating the sales process? It can have a huge impact on customer retention as well as increasing upsell and cross-sell opportunities. And statistics show that acquiring a new customer can cost five times more than retaining an existing one. Watch this video to learn more about the connection between customer service and sales plus the two main considerations you should look for in a service management platform partner.
Dec 8, 2021   |  By Vivantio
To drive better engagement and truly transform customer experience (CX), it's critical to make as much helpful—and current—data-driven information available via self-service. Determining where you are, today, and developing a strategy for advancement can be greatly assisted with the help of an experienced partner. Especially one who can share—and amplify—your vision. If you're ready to accelerate your self-service efforts, speak to one of Vivantio's experts today to discover what's possible with a short timeframe and a reasonable investment.
Nov 11, 2021   |  By Vivantio
One of the major culprits in declining revenues is customer churn. Stop this "leaky boat" by attending to issues of customer service and help drive your KPIs like Monthly Recurring Revenue. Vivantio can help by providing a Unified Service Management Platform that delivers on Customer Service Optimization.
Jan 10, 2020   |  By Vivantio
Are you a company with multiple departments using the same ITSM platform or an IT service desk with multiple technicians? If so, you might want to enable roles and permissions. Roles and permissions are crucial because they determine who–and what departments–can perform certain operations and access particular (e.g., confidential) data within the software. In this video, Lauren, our content marketing specialist, provides an overview of the roles and permissions capabilities within the Vivantio platform.
Oct 22, 2019   |  By Vivantio
Watch this video from the 2019 Service Desk and IT Support Conference in London earlier this year to learn how Vivantio's unique business model unlocks the very best customer service possible.
Oct 22, 2019   |  By Vivantio
In this video, product specialist Melissa provides an overview and demonstrates the functionality of creating custom forms and fields in Vivantio.
Oct 22, 2019   |  By Vivantio
In this video, Melissa, one of our product specialists, will demonstrate how users can automate business processes using workflows in Vivantio.
Oct 22, 2019   |  By Vivantio
Vivantio provides several ways to view tickets based upon technician preference and the type of customer service requests being fulfilled. Check out this video to learn more.
Nov 22, 2021   |  By Vivantio
As you are learning more about options in the market, it's key to understand what factors indicate the best possible value. Get all the details about these elements such as: Download your free copy of our guide to make sure you're asking the right questions and getting the platform you actually need.
Nov 22, 2021   |  By Vivantio
We profiled real-life mid-level and enterprise service desks to determine how to get the business value from ticket prioritization. Learn more about each element of our research including: Download your free copy of our complete guide to improve your ticket performances.
Nov 1, 2021   |  By Vivantio
At Vivantio, we place the same amount of value in security as you do. Learn how we prioritize the security of our users and their customers' data by addressing potential concerns such as: Download your free copy of this guide to learn what industry-leading security measures look like.
Nov 1, 2021   |  By Vivantio
There have been many debates about what's better - software-as-a-service (SaaS) or on-premise delivery. Find out why we believe cloud-based service management beats other options like: Download your free copy of our whitepaper to break through the debate and learn why SaaS is the best option for any service team.

Our highly configurable service management solution empowers you to take charge and deliver the best possible service experience to your customers.

Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.

The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing.

Elevate Your Customer Experience:

  • Empower Teams: Our powerful, yet simple and intuitive configuration puts you and your team in control so you can be up and running quickly, allowing you to focus on what is important – delivering stellar service to your customers.
  • Enable Operations: Streamline service operations to increase productivity and accelerate response times to customers, all through a simple and easy to use interface.
  • Elevate Customer Experience: Leverage service optimization and integrate with other line of business platforms to deliver maximum, measurable business value.