The majority of organizations are no longer fully self-sufficient when providing a service to their customers. Most of the time, they also need the help of other experts and organizations in their field like 24/7 IT support, Identity & Access management or managed hosting for applications . But this isn’t always a seamless process
New advances in automation and Artificial Intelligence (AI) offer novel opportunities to improve service desk efficiency and customer satisfaction. So what’s TOPdesk’s vision when it comes to automation and AI? Where do we see the potential in using AI for service management? And what applications will we invest in throughout the years to come? In this post, I’ll share our vision on how automation and AI will shape service management, the impact that they will have on our product, and how you’ll benefit.
Your service desk plays a crucial role in ensuring that your organization runs smoothly. However, it’s not enough to simply cater to your employees’ needs — you also need to provide much-needed assistance to your guests, whether they’re public citizens, patients, or students.
As guides to service excellence, we believe it's important to practice what we preach. It goes against our beliefs to exclude groups from access to services due to disabilities or other reasons. That’s why TOPdesk is committed to ensuring digital accessibility for people with disabilities. How? By improving the user experience for everyone, and applying relevant accessibility standards where needed.
Nothing is more frustrating than being transferred over and over to get to speak to the right person. As an end-user, you just want to talk to somebody that can help you out, when you cannot find the appropriate form to submit your incident or request.
In many countries, anti-COVID-19 measures have been in place for a while now. Lockdowns, social distancing and obligatory working from home are currently facts of life businesses need to deal with.
You’ve been able to use incident management on the Kanban board for some time now. Many of you asked for change management to be added – and we’ve listened! After two months in a staged roll-out, and a lot of valuable user feedback, simple changes and change activities are now available on the Kanban board in Labs – and will be available in all SaaS environments at the start of Q3. Now you can easily collaborate to find the right balance between your reactive (incident) and proactive (change) work.
One of the charms of service automation is that it automates tasks that are simple, repetitive, and often pretty boring. TOPdesk’s new Automatic call assignment feature helps you automate a part of your incident management process, freeing up your team’s time for more interesting work.
In our second update of the year, we had a lot of ground to cover. The year is well underway and the newly introduced themes all show significant progress.
To watch the recording, please register here and the recording will be made available. Below you'll find timestamps to specific features, as well as links to additional information.
Having all your assets registered in one centralized place, such as TOPdesk, is nice, but getting an automatic notification when an asset is malfunctioning or its contract is about to expire – that’s even better. That’s where the newly released automated actions for Asset Management come in.
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