Gartner says that by 2020, customers will conduct 85% of their interactions without dealing with another human. How can you prepare yourself for this level of automation?
It begun with password resets, continues with smart automation and culminates with Artificial Intelligence managing the majority of routine customer support enquiries. Here’s our guide on preparing for the future in which AI transforms support.
You may have prepped for GDPR, but you must be sure that your service desk has checked all the boxes before it’s too late.
Announcing Richmond ServiceDesk v13. Your service desk application is now available for quick access on your smartphone, allowing you to browse, add, update and manage tickets while on the move.
An accurate IT support ticket allows service desk analysts to quickly and correctly fix technology problems. So what information should the “perfect ticket” contain and how do we capture this from customers?
Richmond ServiceDesk v12 proves that IT-centric software can be feature rich and user-friendly according to an independent review carried out by Broadband-Testing.
Service desk staff saw their salaries increase by 7% this year as part of booming demand for talent in the technology sector.
Whether you’re reading this before around Christmas or early in the new year, it’s not to late to give the business exactly what it wants in 2018. And you can deliver it simply by sending an email as Eric Wright of Richmond Systems explains.
Commentators and technology providers are all very excited about Artificial Intelligence. Certainly, AI is an interesting concept which offers massive latent potential.
The latest version of Richmond ServiceDesk adds intelligence and customisation to further enforce its claim as the leading IT service and support platform.
The new reporting capabilities within Richmond ServiceDesk make it easier to export the wealth of data it holds to third-party reporting tool. Phil Hollingsworth explains why this is so useful for service desks.
Can you improve your self-service portal in one hour?
With the range of devices and services being used by the business expanding daily, IT asset management is becoming harder to centrally administer and manage. Here are the questions you should be asking to check your asset management tools are fit for purpose.
Organisations typically use multiple IT systems. But if the sprawl grows too large, it can have a dire impact on responsiveness, as well as causing a massive IT support headache. It may be time to press the reset button.
GDPR isn't just an issue for marketers. Service desks must learn how it will effect them before it comes into force next May,
Is your service desk able to adapt to new ways of developing IT such as Agile and DevOps? Here's some advice to help you take a leading role in how IT is delivered into the business.
Prudent spending is vital for IT professionals but is there a tipping point when a reluctance to invest starts to cost the business more than it saves?
Self-service adoption rates for IT support are surprisingly poor. Here’s why the time is right to improve self-service to help your service desk enjoy dramatic improvements.
UK businesses will waste £37 billion on failed Agile IT projects during the next 12 months. Eric Wright explains why a perfectly good concept is being ruined by a familiar problem.
The customer experience is important to service desks which want to remain a crucial business asset. Here’s why your service desk customers customer service isn’t up to scratch.
Remote IT support is a powerful way to help mobile workers and staff in large premises. Here’s the 5 building blocks to delivering effective remote IT support.
Are you supporting technology dispersed across multiple locations? Does your service desk help workers scattered across the country? Eric Wright explains how to transform how you support remote technology.
Sharing IT components is being touted as a solution to budget constraints, but Eric Wright warns that businesses need more than a strategy to reduce IT spending.
Technology investment is being led by services and software as businesses focus on uncovering IT value.
Consumers are rejecting call centres and helpdesks, preferring to search online for answers via self-service. Is the end nigh for your service desk?