Going into the New Year, businesses need to understand trends shifting their competition’s business and how consumers and clients engage with their vendors. In addition, with the landscape of customer service changing so much over the past few years, client expectations and the goals of the businesses that serve them are also changing. Many of these trends are responses to the noticeable economic and social changes happening worldwide, while others have remained consistent over time.

Customer service is a complex process. Software tools can help businesses simplify this process, and can also help improve the customer experience by improving client perceptions during interactions to settle questions or concerns. This improves customer satisfaction, and in turn, makes consumers more open to making repeat purchases. Such software tools vary in feature sets, but their general purpose is to make the ticket-handling process more efficient.

Small businesses may be used to handling customer concerns as they come by simply taking calls or complaints on the spot. However, as businesses and their clientele both grow, this kind of impromptu system becomes unviable. Too many complaints come through too many channels, requiring businesses to find a better solution. If not, they will almost certainly contend with low customer satisfaction and potential legal issues.

The best project management software for consultants can play a pivotal role in streamlining service delivery and enabling professionals to get more done in less time. Whether you are a consulting firm or a one-man band, the right project management software can successfully drive operational efficiency and send your productivity soaring to new heights. ‍ Straight off the bat, here are some use cases of project management software for consultants: ‍ ‍

Customer service (CS) seems like a simple enough concept on the surface. And yet, the practices and preparation required—to provide a truly unique customer experience and create loyal clients—take a greater depth of understanding and experience to get things right. This is especially true for meeting the needs of businesses, which are naturally more complex and comprehensive than those of individual consumers.

Your customer experience is your business growth driver. Unfortunately, the gap between what companies think they’re delivering and what customers believe is wide; 87% of companies believe their customer experience is excellent, but only 11% of customers agree. So, if you use your customer experience as a growth strategy, you must address your customer service management system first.

It’s that time of year again when your email inbox and social media channels are flooded with IT service management (ITSM) year-ahead predictions. 2023 is no different to previous years. Still, hopefully, this blog has taken a slightly different approach by offering a practical view of ITSM trends for 2023 rather than simply stating a number of areas your organisation needs to focus on in the year ahead.