Serve Yourself
Self-Service is the most cost effective, efficient way for your end users to get help.
In fact, the latest research shows that many customers prefer self-service over assisted-service channels because they are always available and eliminate the wait time for an agent.
With a self-service portal, your customers can:
? Access Self-Service & Knowledge
Publish self-service articles, knowledge base articles, tutorials, manuals, wiki and more through the self-service portal and empower your customers to gain access to knowledge.
? Log and Track Progress
Customers can log and track the progress of their tickets or service requests. They can add notes, screenshots, and documents, or cancel requests that are no longer necessary.
? Define Service Catalogs
Allow your employees or customers to request business services such as new equipment, access to licenses or even kick-start employee on-boarding.
? Reduce Call Volume
When a customer calls to get an update on their ticket, it reduces the time you have to actually resolve their problems. Keep customers informed and happy using self-service and email-to-ticket functionality
Generate Better Customer Service
Customer service optimization and satisfaction are paramount as businesses of all sizes are turning to generative Artificial Intelligence to enhance the customer experience through streamlined support processes. Through the power of generative AI in customer service, you can redefine the way you interact with your customers, ensuring their needs are met more efficiently and effectively.
Productivity and Efficiency: The implementation of generative AI in customer service can increase productivity by 30% to 50%, which significantly enhances the efficiency of customer interactions and the overall customer care function. (BCG Global).
The integration of generative AI in customer service offers a multitude of benefits that significantly enhance support operations and elevate the overall customer experience. From optimizing support processes to delivering personalized service round the clock, generative AI empowers businesses to anticipate customer needs, streamline operations, and foster stronger customer engagement.
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It's Time For A Change
Change management is the discipline that helps organizations prepare, equip, and support individuals to adopt new mindsets, behaviors, and practices. By effectively managing change, you can ensure a smooth transition and minimize any disruption that may arise during the transformation.
Creating a well-defined change management plan is crucial for successfully navigating organizational transformations. By following these five essential steps, you can ensure a structured and effective approach to managing change.
Five Steps To Creating a Change Management Plan
1. Stakeholder Analysis
Involves identifying and assessing key stakeholders, understanding their influence and potential resistance, and gaining their support.
2. Change Impact Assessment
Includes evaluating the impact of proposed changes on the organization, identifying potential risks, and devising appropriate mitigation strategies.
3. Communication Planning
Involves developing a communication plan to share information about the change, its rationale, benefits, and expected impact on stakeholders.
4. Training and Support
Encompasses identifying training needs, developing a comprehensive training program, and providing ongoing support to employees affected by the change.
5. Monitoring and Evaluation
Requires establishing KPIs, monitoring progress, collecting feedback, and making adjustments to ensure the change is on track and achieving desired outcomes.
Designed for all service teams looking to scale beyond simple ticketing, Vivantio's highly configurable, no-code, solutions deliver enterprise service management, effortlessly. For a free demo and consultation, visit us here.