When it comes to email automation workflow tools, finding the right solution is critical to creating effective campaigns that fire on all cylinders. If you want to harness the full potential of email to increase customer engagement and streamline workflows, you need the best tools available at your fingertips to spearhead campaigns and take your workflows to new heights. ‍

Want to know how to make your help desk agents work harder, better, and faster? Then you need to see the power of Agent Utilization and how it can take your work from zero to hero. Agent Utilization is an IT help desk metric that reflects the percentage of time an agent spends on support-related activities, versus their total work time. But why is it essential to track and improve it?

During the last years, remote support has become a crucial component of IT Service Management (ITSM), as organizations increasingly embrace remote work and teams are distributed across different geographical locations. In order to address this new scenario, IT teams have turned to remote help desk software to efficiently provide support and resolve issues from a distance, regardless of where the agents and customers are located.

Name one person you know who has never contacted a company's support. There probably isn't one, is there? What about someone who was dissatisfied when they solved their issue on the first contact? Nobody. First Contact Resolution (FCR) is a rewarding experience for every customer. It's likely you've been there. You want to contact support and get your problem solved the first time round. And when it happens, you feel relieved, and your satisfaction with the company grows. Now take the company's side.

You only get one chance at a first impression. And in customer service, that first impression is determined by your First Response Time (FRT). A fast and efficient FRT can make customers feel valued, respected, and taken care of. On the other hand, a slow response time can leave users feeling frustrated, ignored, and even outraged. With so much riding on the FRT, optimizing this help desk metric is crucial to keep your users happy and your business thriving.

The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent customer service. To achieve these goals, they must rely on accurate and meaningful metrics. By measuring the cost of handling a single ticket, service desk managers can identify inefficiencies in their processes and work to improve them.

When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.

Are you leveraging email workflow automation tools to boost your productivity? ‍ Straight off the bat, here are a few potential use cases of email workflow automation tools: ‍ ‍ With the right implementation, email workflow automation tools have the potential to help streamline both outreach and marketing campaigns. You can also use workflow automation tools to craft onboarding sequences for new customers and accelerate internal communication.

We are continually working on our products to improve our customer’s experience. May is starting with some new exciting features both on InvGate Service Desk and InvGate Insight. Among this month’s news, you can find: Keep reading to find out what it's is all about!