Technical Support is now Technical Customer Support
I’ve said it many times before and I’m sure that I’ll say it for many years to come: IT support isn’t really about supporting the IT, instead it’s about supporting the people or business...
View ArticleManaging Customer Expectations – Part One
There’s no doubt that service desk agents have a tough job – people only ever want to speak with them when they’ve an issue or if they want something. Then these customers have expectations around...
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Managing Customer Expectations – Part Two
In my previous blog post, I talked about the impact of consumerisation on customer expectations and looked a little closer into the varied expectations your customers may have from your service desk....
View Article6 Ways Consumerization Is Affecting the Service Desk
Corporate IT organizations, and their IT support, have changed significantly over the last 25 years. They might have moved from a technology to a service-centric approach with the help of ITIL, the IT...
View ArticleService Desk Scripts: When Great Customer Support Turns Bad
This blog is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it. But don’t get me wrong, I love this retailer and...
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You Still Don’t Have a Service Catalog? BIG Mistake!
As an IT Admin, you may ask “what is a service catalog?” or “why do I need a service catalog?” Put simply, a service catalog is a menu of your IT services – it’s an organized and curated collection of...
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11 Tips For Reducing Service Desk Agent Stress
11 tips for reducing service desk agent stress from Freshservice A GFI IT Stress Survey, of 410 US and UK IT professionals, has shown a rise in IT admin stress for the second year running. It was...
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Reflections From Service Management Conference 2015
It’s been four weeks now since I got back from the itSMF Australia conference (that was late August 2015 if you are reading this in my future). More than time enough to get over my jet-lag, take a late...
View ArticleDevOps? A Little Less Conversation, a Little More Action Please
Ah DevOps, it feels like you hear about it everywhere you go these days. But all this talk of DevOps isn’t a bad thing. DevOps is a good thing – it’s something that can finally help to bridge the gap...
View ArticleWhat do companies really want from ITSM?
Over four years ago I posted a question on Quora – a question-and-answer website founded by two former Facebook employees at the height of the social media technology boom. It’s a site that I no longer...
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14 ways to streamline and improve your customer support
14 ways to streamline and improve customer support from Freshservice For many corporate IT service desks, budgets are under pressure while end users and customers demand both increased efficiency and...
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Starting CSI with the service desk
I’ve done many Freshservice demos, training sessions, and implementations. During these experiences, I’ve always received feedback on the need for reactive service desk and problem management teams....
View ArticleDear Customers – Thank you!
The holidays are the season for gratitude, and we at Freshdesk have a lot to be thankful for! Foremost, of course, we owe our success thus far to each of our customers and are thankful for each and...
View Article14 Benefits of Enterprise Service Management
This is blog two of a four-part enterprise service management blog series. The first blog – The Perfect Storm Driving Enterprise Service Management – can be read here. While the use of IT service...
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How to date IT support folks
It’s that time of the year again when heart-shaped, red-colored balloons, confetti, chocolates, or anything else you can brand as a symbol of love explode all around you, like it or not. Not to mention...
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International women’s day special: The IT Chat with Rubi Kaur
For Rubi Kaur, senior solutions architect at Vodafone with over 20 years’ experience in technical lead experience, working in science and technology has always been her future. Under her purview in...
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The IT Chat: Grant Harris, NHS Trust
When Grant Harris became the head of IT operations for Western Sussex Hospitals NHS Foundation Trust, he brought with him over 20 years’ experience as an IT manager for multiple industries – food,...
View ArticleFreshservice Wins the Best Implementation Award at SDI17 With Western Sussex...
In partnership with our customer, Western Sussex Hospitals NHS Foundation Trust, Freshservice is delighted to share that we’ve been honored with the coveted Best Implementation of an ITSM Solution...
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Infographic: The State of the Service Desk
At the core of great employee experience in corporations is the IT organization – providing the tools and technologies for employee productivity. Service desks today have evolved from a mere cost...
View ArticleAchieving ITSM metrics in the age of the millennials
Every IT service desk manager is in continuous pursuit to achieve 100% customer satisfaction (CSAT) while striving to increase adoption of self-service. Keeping in line with ‘doing more with less’...
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