This checklist provides step-by-step guidance for evaluating software solutions, keeping them aligned with organizational goals and operational requirements. Specific criteria for IT Help Desk, Customer Service, and ITSM software are included.
Choosing the right software is critical for IT leaders, customer service managers, CIOs, and ITSM team leaders and vendors.
As any IT department can attest, hardware breaks and software crashes. When incidents happen, it's critical to be able to track the incident, find a solution, and prevent it from happening in the future. That's a lot of work for a team of IT employees to handle, especially for successfully growing companies.
Financial and data compliance and security are essentials for every organization, and System and Organization Controls (SOC) reports are an integral part of data compliance, financial regulations, and audits. There are two types of SOC reports: SOC 1 and SOC 2.
IT help desk outsourcing has been around almost as long as there have been IT help desks.
IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.
Compared to recruiting and managing an in-house customer service team, outsourced customer service is the most time and cost-effective, and resource-efficient way to manage customer service at scale.
It's no secret that happy customers are the heart and soul of any business. With happy customers, you get a healthy business that can thrive and make a positive influence in its respective industry. Or, for you foodies out there, think of it this way: happy customers are the bread and the butter of fancy restaurants. They come first.
With the tremendous amount of information available now online, it's easy to get lost in endless lists of Customer Experience (CX) statistics. While one might find lists of dozens — even hundreds — of statistics, it can be overwhelming to sift through them all to find the ones that truly matter to you.
In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.
The world of customer service is constantly evolving, especially given modern technology. With this comes changing consumer expectations. Then, innovation becomes paramount. In 2024, technology, data, and customer-centric strategies converged to shape how organizations approach customer service.
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