SaaS Insights, Software, Customer Service and Help Desk Best Practices | Giva - Help Desk Best Practices

Automated Self-Service: Fully Explained and 31 Best-Practice Do's and Don'ts

Thu, 14 Mar 2024 12:03:00 -0000

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Automated Self-Service is quickly becoming necessary for streamlining support processes, enhancing efficiency, and empowering both end-users and support personnel. Unlike traditional support models which rely heavily on human intervention, it uses the latest technologies and predefined workflows to enable users to resolve issues, access resources, and perform tasks autonomously.

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10 Exceptional IT Service Catalog Examples

Thu, 07 Dec 2023 13:34:00 -0000

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IT departments have many plates to juggle. Anything that can help keep them focused on their primary function of maintaining the technology environment in an organization might be welcomed. An IT Service Catalog can be such a tool.

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What is Help Desk Software Used For: From Basics to Benefits

Mon, 06 Nov 2023 11:13:00 -0000

In today's digital age, customer expectations are continually rising, demanding swift and efficient responses from businesses. Help desk software has emerged as a pivotal tool in addressing these demands. It offers high-level value by streamlining communications and enhancing customer experience. But what is help desk software truly designed for, and how can it benefit your business? In this article, we work to guide businesses in making the right choice in a world where every customer interaction counts.

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Help Desk vs Desktop Support: Comparing ITSM Delivery

Mon, 30 Oct 2023 11:39:00 -0000

When it comes to technical support, there are two main options: Help Desk and Desktop Support. These can be in-house/on site or delivered remotely via third-party cloud-based software (SaaS) solutions. There is often some confusion over the use of the terms Help Desk and Desktop Support.

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7 Ways to Use AI in Customer Service: Advantages for Contact Centers and Help Desks

Mon, 02 Oct 2023 10:54:00 -0000

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The use of Artificial Intelligence in customer service is increasing more and more in continued efforts to provide an excellent customer experience. Contact centers and help desks are turning to Artificial Intelligence (AI) to improve efficiencies and delivery with customer service automation.

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Managing an SLA Breach: A Guide to Resolution and Prevention

Mon, 25 Sep 2023 13:14:00 -0000

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Service Level Agreements (SLAs) document expectations between service providers and customers. These contracts outline standards for response and up time, and business operating hours, among others.

However, even the most well-crafted SLAs are susceptible to breaches. An SLA breach occurs when the agreed-upon services fall short of stipulated standards. It erodes trust and can result in financial penalties and damaged reputations.

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8 Actionable Help Desk Scripts: Best Practices and Examples

Mon, 18 Sep 2023 12:57:00 -0000

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IT help desk workloads and tickets are high-volume, busy, and always feel like they're getting busier.

A massive time-saver is to use help desk scripts and templates, sometimes called "canned responses", to handle ticket volumes of internal or external customer interactions faster and more efficiently.

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12 Help Desk Ticket Examples and Responses for Busy IT Managers

Wed, 06 Sep 2023 12:57:00 -0000

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IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.

IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of examples to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

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SLA Formula: How to Calculate and Improve Service Level Agreement Scores

Tue, 29 Aug 2023 10:19:00 -0000

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When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.

As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.

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Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

Tue, 18 Jul 2023 09:39:00 -0000

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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Guide to Knowledge Management Best Practices, Tools and Features

Tue, 23 May 2023 10:51:00 -0000

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When it comes to delivering great customer service, most want an immediate answer to a question they have. This makes knowledge bases the preferred channel over other types of self-serve channels or having to call, email, live chat, or send a message to an organization.

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Top 7 KPIs for Measuring Change in ITIL

Thu, 18 May 2023 10:08:00 -0000

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

Fri, 12 May 2023 10:20:00 -0000

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In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

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What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

Tue, 09 May 2023 10:30:00 -0000

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One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

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ITIL Checklist: Free Request for Change (RFC) Template

Wed, 22 Mar 2023 10:57:00 -0000

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Request for Change Definition: What is an RFC?

In IT Service Management (ITSM), and according to ITIL® practices, a Request for Change (RFC) is a formal, budgeted request to implement changes.

In most cases, an RFC is outside of any standard, minor-level changes. RFCs are part of the Information Technology Infrastructure Library (ITIL) Change Management processes, as defined in previous iterations of the ITIL framework and the current one, ITIL v4.

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