As a barometer of service desk quality, customer satisfaction is a flawed and misleading metric. Eric Wright explains why you need to rethink feedback to ensure you are delivering services your customers want.
We’re listening. You want more dashboard-style reporting, we have delivered this in version 14. Plus, even more features to help you provide first-class customer service. All coming very soon!
Enterprise Service Management (ESM) is a powerful way to save money and improve businesses services by reusing existing technology and processes. Eric Wright of Richmond Systems explains where to start.
Effective self-service can improve your customer experience and reduce the pressure on your support teams. Based on conversations with our customers, here we share their tips for building an effective self-service portal.
Customer experience is now a primary business differentiator. This ‘soft’ discipline is increasingly defined by something traditionally worlds away from the service department - IT. Eric Wright explains why IT is leading the charge to win and retain customers.
To provide an exceptional customer experience, you need consistency. Find out how to use customer service workflow to provide a consistent, automated customer support experience.
Service management has helped businesses build and manage IT services for many years. Yet the principles it introduces have an untapped potential to transform business performance beyond the IT department and make you a hero.
Councils are being encouraged to work together to solve technology problems as part go a funding initiative local government minister Rishi Sunak.
Service desks must improve the customer experience they deliver to retain their relevance and deliver value to the business. But what's the fastest way to improve?
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.
Service desks must deliver a positive customer experience otherwise customers will find help elsewhere. Learn about the legacy which stops service desks improving customer experience and how to start afresh.