Tier 3 help desk is the fourth layer in the five levels of IT support. Its main goals are to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing. Level 3 is typically the highest level of technical skill in the organization and involves roles such as server admins, network specialists, product engineers, and developers.

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.

ChatGPT is the newest social media sensation. According to Open AI’s President Greg Brockman, more than a million people signed up to try the chatbot in just five days of its launch. From writing codes and college essays to explaining scientific concepts, people seem to be putting it to the test – and we aren’t the exception. Designed to assist customer support teams, the chatbot has the potential to be a valuable tool for help desk agents.

It’s that time of year again when your email inbox and social media channels are flooded with IT service management (ITSM) year-ahead predictions. 2023 is no different to previous years. Still, hopefully, this blog has taken a slightly different approach by offering a practical view of ITSM trends for 2023 rather than simply stating a number of areas your organisation needs to focus on in the year ahead.

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.

The tier 2 help desk is a key player in the IT support operating model. It’s the third layer in the five levels of IT support, and done well it can resolve more complex incidents, share knowledge with other support teams, and act as an escalation point to other IT support options. But what does it actually cover? That’s what we’re about to find out! Keep reading to discover its benefits, typical activities and examples, and more.

If having a help desk in your organization is a game-changer in terms of user experience and efficiency, combining IT help desk software with Asset Management is unlocking a whole new proficiency level for IT support. The reason behind this is that you’ll not only be tracking incoming incidents, using workflows to automate repetitive tasks, complying with SLAs, and improving your reporting capabilities – which already makes you a pro.

Digital technologies have emerged as the most fundamental tools for the survival of businesses in the fiercely-competitive modern marketplace. Implementation of modern technologies helps achieve the most desirable business objectives. However, the adoption of innovations to facilitate digital transformation also brings cybersecurity challenges too.

By now, everyone’s fully aware that automation is a worker’s best ally. It’s the definitive way to make processes more efficient and less prone to errors, with the addition of allowing people to focus on the tasks where human input does make a difference. Luckily, it can be applied to several business departments, and here we’ll focus on HR workflow automation. According to a report from Workato, HR automation has risen by 235% in just a year.

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.