Improve the Customer Experience with Intelligent ITSM

03/18/2020 by: The SunView Team

Man in a blue dress shirt talking on a phone.

What does amazing customer service look like to you? Most likely the words “efficient” and “speedy” come to mind. Now, do those words describe your current customer service?

If they don’t, there’s something you can do about that. Intelligent ITSM helps improve customer service by making it faster, more efficient, and more effective. In turn, that improves the customer experience. 

What Is Intelligent ITSM?

Intelligent ITSM refers to ITSM tools embedded with AI. While many products and solutions feature built-in AI, what does intelligent ITSM software look like? 

AI means that a machine assimilates information and uses it to make decisions. In the case of ITSM tools, it might mean that AI looks at a help desk ticket and decides that, based on something it previously learned, there’s a particular suggestion it should make about how to solve the problem.

How Intelligent ITSM Tools Improve Customer Service 

Let’s look at how ITSM improves customer service. We’ll illustrate with an example.

Let’s say your customer has a question about your recent upgrade. Traditionally, the only way your customer would have been able to access your customer-facing help desk is by calling a hotline. This process could take quite a while, as help desk representatives can’t always handle the volume of calls. 

“Gartner predicts that 89 percent of businesses will compete on customer experience in coming years”

However, your company has recently implemented intelligent ITSM tools. Now, your customers can navigate to a self-service portal or open a chatbot window. They’ll type in their questions, and the ITSM software will provide an answer in moments. 

These two scenarios are a study in contrasts. In the first situation, the customer winds up getting frustrated because it takes so long to receive customer service. The second instance shows a customer receiving help in a timely fashion. With the suggestions from the intelligent ITSM tools, the customer doesn’t waste time getting the help he or she needs. 

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Better Customer Service for a Better Customer Experience 

The customer service you deliver plays a role in your customers’ experience. “Customer experience” refers to the experience your customers have with your brand, and it affects whether they want to continue doing business with you. 

When you can provide customer service in an effective and efficient manner, your customers will have a positive experience. They’ll want to work with you because they don’t feel like they’re wasting their time.

“A Salesforce survey revealed that over three-quarters of customers expect companies to understand their needs.”

The customer experience isn’t just about external customers, either. In the case of internal help desks, your customers are employees. Your employees don’t want to lose valuable time waiting for their help desk ticket to be resolved; intelligent ITSM tools give them the help they need faster. 

Your customer experience should be a selling point, not detract from your company. Intelligent ITSM tools help improve your customer service by providing better customer service.

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