Customer experience (CX) personalization is vital in ensuring that each client gets the service that meets their individual needs. This involves the ethical collection of necessary information, the use of this information to break up the market into segments based on what “value” means to them, and the implementation of plans and tools to bring that value to as many customers as possible.

An effective B2B help desk is an excellent start to building a quality customer experience. For internal and client issues, help desks provide a streamlined way to submit support tickets, get assistance, and provide valuable information to the business. This is only the case, though, if it is done right. To ensure that it is effective, implement help desk best practices with proven results.

A larger part of an agent’s job is ensuring things work as they should. Thus, the most common help desk tickets usually relate to employees’ daily tasks. Of course, the definition of “common” varies depending on the organization. However, there are some issues transversal to any IT department. And we’re about to see how to solve them efficiently – and how InvGate Service Desk’s features can contribute to it!

When we talk about Experience Management, we mean using data collected from customer interactions to understand their experiences with your business comprehensively. However, we tend to associate customers with an organization's end-users, leaving out another company touchpoint that should be cared for: employee experience (EX).

When establishing a B2B support ticketing system, one of the most critical decisions facing team leaders is determining priority levels for support tickets. Without a standard for prioritization, systems would essentially dump all support tickets into one pool, leaving teams with no clear starting point or goal. This lack of direction often leaves urgent issues unattended, causing potential security risks, major downtime, and customer dissatisfaction.

Tracking a service department’s workflow and monitoring the progression of ticket-handling steps is essential to identifying potential customer service efficiencies. Disorganization within this process often leads to excessive response times. Company leaders that manage the ticket lifecycle effectively can maintain an accurate overview of resolved tickets, and identify the stages of the ticket lifecycle for those still in progress.

Thinking about the impact of artificial intelligence (AI) on the job market, are you on the apocalyptic or utopian side? Maybe something in between? In any case, one point is certain: artificial intelligence is becoming more and more developed. And the question still is, will AI replace jobs? The launch of ChatGPT has sparked several discussions, including the effect AI will have on employment. In some careers, it can improve efficiency.

Self-service is nothing new. We've all become accustomed to being able to serve ourselves in a variety of situations, such as when we're shopping or banking. And when it comes to IT, self-service is not only desirable but expected. To solve this need, all you need is a self-service portal, and the rest will come.

One of the most important factors of customer satisfaction is the quality of the interaction between service desk agents and users. At InvGate, we know this is key, and we’re developing new AI-powered response suggestions to empower agents’ capabilities further. Users expect empathic-written responses that solve their requests in the shortest period. Meanwhile, agents are required to solve hundreds of tickets every day, following defined best practices and according to SLAs.