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How to Leverage Software to Improve Customer Service Efficiency

Sep 27, 2022 By Celeste Mottesi In InvGate
As the software industry progressed, so has the customer service sector. As a result, the customer service landscape has changed dramatically in recent years, and software has played an enormous role in this change. Gone are the days of waiting on hold for hours or dealing with frustrating automated menus. Instead, today’s customers expect and demand a much higher level of service, and software is one of the vital tools that customer service teams use to meet those expectations.
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People-First Culture is Here: Enterprises Looking to Build Out Experience Management Programs

Sep 26, 2022 By Kimberly Yánez In InvGate
In today's IT industry, customer experience is often lauded as essential to a company's success. But what about the employees? They're actually interfacing with customers daily, so their experience is just as significant – if not more so. That's why enterprises are looking to build out digital employee experience programs, according to HappySignals’s latest report.
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How to Configure an Email Ticketing System with Invgate Service Desk

Sep 22, 2022 By InvGate In InvGate
Handling IT support through email can be challenging, but adding an email ticketing system might help you put some order into the chaos. This means that by using it, you can meet the customer where they are and you wouldn't need any training for the end-users. In this video, you will see how to configure an email ticketing system in less than 5 minutes with InvGate Service Desk.
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How to Write a Good Knowledge Base Article? Marketers Share Tips to Create Effective Content

Sep 20, 2022 By Kimberly Yánez In InvGate
If you're tasked with writing knowledge base articles, you might wonder how to make your content compelling. After all, the whole point of a knowledge base is to provide users with the information needed, so it's essential to get it right. This is how your company communicates instructions, processes, and more, thus becoming a key part of customer support.
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Tammy Ward and Niko Miller's Tips to Implement a People-first Culture in Your IT Teams

Sep 16, 2022 By Kimberly Yánez In InvGate
It's no secret that IT teams are often considered the "anti-people" department within an organization. But what if your IT team could be a model of a people-first culture? When people think of IT teams, the first thing that comes to mind is technology. However, people are the heart of any IT team — without them, all the technology in the world would be useless. So, in order to create a successful and productive IT team, this is the way to go.
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Zoho Desk vs. Zendesk: Differences and Similarities

Sep 14, 2022 By Celeste Mottesi In InvGate
It's safe to say that if you are looking for information comparing Zoho Desk vs. Zendesk, you're on the lookout for new help desk software. And let us tell you, that's not an easy task. There's so much to consider! If this is your first ITSM tool, you might want to be sure that it checks the whole list of features any service desk software must have.
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The 7 Digital Workplace Trends You Should Be Keeping Up With

Sep 12, 2022 By InvGate In InvGate
The recent onset of digital workplace trends is the driving force of change behind the shifting and agile, modern workplace. If the past few years have taught us anything, organizations have no choice but to adapt to the rapidly accelerating tide of digital transformation. Along with the evolution of digital transformation has come a more comprehensive digital workplace technology landscape. To increase productivity and employee experience, organizations redefine what a digital workplace is to keep up with digital workplace trends.
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Brian Skramstad on Implementing Problem Management for Customer Satisfaction

Sep 12, 2022 By Kimberly Yánez In InvGate
When it comes to problem management, many businesses focus on automating repetitive tasks like password resets. But while this can help reduce the overall number of problems, it doesn't address the root cause of the issue. That's where trend analysis comes in. By looking for patterns and trends, businesses can identify potential problem areas and take steps to improve them. This not only helps to reduce the number of customer service issues but also improves customer satisfaction.
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