Earlier this year, Vivantio's CEO Greg Rich spoke with TEC Analyst PJ Jakovljevc about customer service, technology and the "next normal" in CX (Customer Experience). Here's an excerpt from that interview that originally appeared here from Technology Evaluation Centers.

Let's start with two surprising statistics: 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.

There is a push to automate everything, but is this the best way forward? The financial case for automation in customer service to lower your costs is clear but this shouldn’t be the only consideration. You also need to assess the impact that a service or helpdesk automation will have on your business, your employees and your customers. If done without putting the customer first, your automation in customer service might be perceived as impersonal.

Ah, the good old days! As a leader that benefits from technology, you remember the days of: Oh, wait! Good old days? What am I thinking? Those days were terrible! Then COVID19 hit and, miraculously, our IT department was regarded as heroes as they moved us online within a couple of weeks. Further, their interest in helping us utilize technology to improve the way we worked was outstanding, keeping us competitive, compliant and sustainable. What changed?

You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. They ask you for your take, and your palms turn sweaty—you have no idea how they’re different. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. Understanding the difference between them is critical. Why?

Here are the newest integrations from Zendesk to help your team provide great experiences.