Teams | Collaboration | Customer Service | Project Management

InvGate

Considering Using Free Help Desk Software? Read This First

If you're considering acquiring free help desk software, you've likely come across a wide range of available options that may seem like a cost-effective and simple way to handle and improve customer support in your organization, without adding extra expenses or going into big efforts. As you probably already know if you're looking to make this important decision, a help desk tool will streamline your support services and improve your overall performance.

Agent Utilization Definition, Formula, and Importance

Want to know how to make your help desk agents work harder, better, and faster? Then you need to see the power of Agent Utilization and how it can take your work from zero to hero. Agent Utilization is an IT help desk metric that reflects the percentage of time an agent spends on support-related activities, versus their total work time. But why is it essential to track and improve it?

Top 10 Remote Help Desk Software in The Market in 2023

During the last years, remote support has become a crucial component of IT Service Management (ITSM), as organizations increasingly embrace remote work and teams are distributed across different geographical locations. In order to address this new scenario, IT teams have turned to remote help desk software to efficiently provide support and resolve issues from a distance, regardless of where the agents and customers are located.

First Contact Resolution (FCR): What is it and How to Improve it?

Name one person you know who has never contacted a company's support. There probably isn't one, is there? What about someone who was dissatisfied when they solved their issue on the first contact? Nobody. First Contact Resolution (FCR) is a rewarding experience for every customer. It's likely you've been there. You want to contact support and get your problem solved the first time round. And when it happens, you feel relieved, and your satisfaction with the company grows. Now take the company's side.

7 Ideas to Optimize First Response Time (FRT) And Keep Users Happy

You only get one chance at a first impression. And in customer service, that first impression is determined by your First Response Time (FRT). A fast and efficient FRT can make customers feel valued, respected, and taken care of. On the other hand, a slow response time can leave users feeling frustrated, ignored, and even outraged. With so much riding on the FRT, optimizing this help desk metric is crucial to keep your users happy and your business thriving.

What's Your Service Desk's Cost Per Ticket - And How to Reduce it?

The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent customer service. To achieve these goals, they must rely on accurate and meaningful metrics. By measuring the cost of handling a single ticket, service desk managers can identify inefficiencies in their processes and work to improve them.

What is Ticket Routing And How to Automate it

When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.

Understanding the Escalation Rate KPI to Improve Ticket Management

A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.

Top 10 Best IT Asset Management Software of 2023

IT Asset Management (ITAM) software is one of the most significant investments you'll make to manage, control, and protect your IT estate. But to do it effectively, you need a tool instead of relying on spreadsheets. A good ITAM solution can help you reconcile licenses against services, secure your end-user environment, and reduce costs. In this guide, you'll find: So make sure to read it through before you start seeking your ideal platform!