Our New Service Desk Platform

Every time a customer makes a request, the platform creates a ticket and sends it over to a Service Agent who accepts, tracks, manages, and responds to the support. For scaling businesses, service desks are a great tool to use to monitor the health of support provided, prioritise ticket requests, and to deliver fantastic customer service by fast-tracking the best solutions to your customers at the time they need them.

In this blog we sit down with Gareth Jones, our Service Desk Manager, who explains;

• The most common industry challenges

• How service desks fuel customer and employee engagement

• The new features and the opportunities they bring

• What our customers can look forward to in the future

Industry Challenges

Outdated systems
The number 1 obstacle preventing businesses to deliver high-quality service desks is outdated systems.

Higher ticket requests
Due to the Covid pandemic, more people started working from home, leading to an increase in ticket volume of 16%.

Disconnected channel experience
86% of customers expect to experience the same level of support with their service agents, regardless of the channel they use to communicate the issue on.

Uninspiring customer interactivity
80% of customers consider a company’s experience to be as important as its products and services.

Generic customer experience
79% of customers agree that personalised experience is more important than customised marketing.

Greater customer expectations
72% of B2B buyers say that the pandemic has increased their customer service expectations.