Future of Chatbots in Enterprise Customer Service

Future of Chatbots in Enterprise Customer Service

Enterprise chatbots have caught the imagination of businesses and we now see widespread of this technology along with mobile, Big Data and IoT technologies. Chatbots are applications that are built to act and talk with humans like one of them such as Apple’s Siri and Amazon’s Alexa. However, the capabilities and possibilities of chatbots have not been fully developed and harnessed in the enterprise space and we expect the space to grow exponentially.
Continue reading

Is it a Major Incident or a Critical One? – Your Instant Guide to Incident Prioritization

Is it a major incident or a critical one - Your instant guide to incident prioritization

The classification of an incident, deciding on whether it is a major or critical one in an enterprise can be challenging, as these are largely human processes. It is of strategic importance to make decisions in the best interest of the organization and its customers. This becomes a very critical function within the service desk tool to indicate options which would be listed as low, medium, high-major and/or critical.Continue reading

How does an effective Service Desk help Business Scale up faster?

How does an effective service desk help business Scale up faster

An upcoming business in its quest to grow is keen on adding customers and scale up its operations. However, it is a tough situation for the company. On the one hand, it has to work hard to acquire new customers, grow revenues and its business overall while on the other it has to keep its existing customers happy. Think of a fledgling company in that is attempting to make a mark in the market.
Continue reading