Teams | Collaboration | Customer Service | Project Management

The COVID-19 crisis has changed the way we live and work forever. It’s been a rough few years and one of the things that we’re still not sure of is its full impact on mental health. So many IT professionals went to extreme and heroic lengths to keep systems up and running during the pandemic.

In our new series, customer service leaders discuss industry trends, including how embracing a tierless model can help agents resolve issues faster.

Change can be scary. There's no denying that. And when a company’s entire infrastructure is at play, even more so. Whether you’ve just decided to take your company to the next level by unifying all your teams under the same service desk. or you are looking to transition into a brand new service desk platform, a well organized and smooth implementation process ensures that your foray into this new territory is as hassle-free as possible.

There's no doubt that Fleetsmith's recent announcement of their upcoming discontinuation has left many users scrambling to find a new mobile device manager or MDM solution. While the decision is certainly disappointing, it doesn't have to be the end of the world. In fact, there are plenty of great MDM solutions out there that can pick up where Fleetsmith leaves off. One of them is definitely InvGate Insight.

The OneDesk April 2022 update went live on April 22nd, 2022 and brings many new features, including a total revamp of the Mobile Friendly OneDesk (MFOD), macros on timesheets, and more.

Did you know that the average bounce rate for most websites falls somewhere between 26% and 70%? This means that up to two-thirds of website visitors only view one page and don’t take any action before leaving a website. In other words, most of the people who land on a website will not translate into customers. However, there are ways to battle the bounce rate with the help of conversion rate optimisation, or CRO.

Getting started with a new ITSM tool can be intimidating - but migrating from one service desk tool to another is likely much more complicated. Over time, there’s so much data, not only from your tickets but also your knowledge base, users, and so on. Moreover, the company is comfortable using the software, they know how to navigate and interact with the interface. So, it’s very rational to fear a platform change.

The first rule of change management is that people don't like to change, and anyone involved in managing a major change will tell you this is all too true. WIIFM is an acronym that stands for What Is In It For Me. In essence, it’s a truth that leverages some cold, hard facts about human nature to actually facilitate change. So, while it’s a bit of philosophical insight, it’s also a useful tool for organizational change. WIIFM helps by doing three things.

Proactive live chat is a feature of live chat software that allows you to start chatting with visitors even before they initiate a conversation. This can be a great way to engage visitors and provide them with the information they need, while also establishing yourself as an authority in your industry. On a global average, over 70% of consumers have a more favorable view of a company that offers proactive customer service notifications and are more likely to purchase from that company.