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Service Desk as a tool to enhance customer service

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A tool or software that helps customer service teams manage incoming service requests. It is a point of contact for customer service in a business. It helps the service team communicate with company’s stakeholders, whether these are external customers or internal employees within the organisation. 

Provides customer service teams with additional tools for a top level support to customers. ...

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Implementing Customer Feedback as a tool to improve customer service

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The opinions of your customers experience with your company, product or service is crucial information that is helpful and can be used to improve your business be it in adjustments that need to be made to fit the needs of the customers accurately. 

There are a number of ways that customer feedback can be collected and gain profit from it. It ...

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Customer Experience Journey

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Customer experience is the experience a customer has with every interaction with your company and associated products and/or services.

There are different customer experience journeys and the first customer experience journey starts from the point the customer first discovers your products and services whether online on your website or social media platforms, in print media ...

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Jira Service Desk And Improved Communication For An Enhanced Customer Experience

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Research shows that more than ⅔ of a company’s competitive edge in the market is based on the experience they deliver to their customers. Bad customer experience does not only inhibit your business’ ability to grow but you also cannot compete.

During 2018 we reflected on the implementations and work we have done and more specifically on what increased customer experience for our customers through our implementations. We have concluded that the following elements are really important to consider:

  • Regular communications to your ...
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Atlassian™ Jira™ – Enhanced customer experience

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Enhanced customer experience is only possible if you know your team and company’s performance

Part of creating an enhanced customer experience through our experience on implementations is knowing how your team and business are doing against set targets and SLA’s and getting feedback from your customer.

To achieve this we need to look at:

  • Setting targets for the team to meet: financially and service delivery related
  • Send out customised customer feedback surveys for better feedback
  • Monitor progress via custom reports

Overview of the solution:

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How to set yourself up for successful product development using

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You might have a product development idea or ideas and when you first articulate the product development idea(s) it generally sounds great, you get all excited about it and start off on a launch or development tangent. No jokes. The reality soon sets in as you discover that people are not responding to the product and we end up wasting a lot of time, energy and money in a product idea that is not taking off. But no dismay. You ...

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Important areas of focus for improved customer service delivery

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Research has shown that improvements in customer service increases customer experience and perception of your customer service delivery has the following outcome:

  • Repurchasing of products and services
  • Recommendations to new customers by existing customers
  • Try out new products and services
  • Increase in company revenue:

Small increases in customer service delivery can have a MASSIVE impact on company revenue: An average revenue increase of $823 million over three years for a company with $1 billion in annual turnover. That is an increase of 82%, almost ...

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What is important when evaluating the tech to support your product development

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For business owners. Keep you tech team honest.

For techies. Make sound, objective decisions.

When evaluating a tech framework to build a product it is important to take the following into account:

Language v/s framework. What is the difference?

Language is the language used to code applications or products. This is the technical version of the spoken language . Frameworks are built on-top of 1 or more languages and are aimed to make development easier by cutting down on the amount of code we ...

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REFLECTION ON PRODUCT DEVELOPMENT – HOSTED BY INFOWARE STUDIOS

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Infoware Studios will be hosting all the people who are in the product development space, business or tech focused for an evening to reflect on product development. Make sure not to miss out!

Date: 12 March 2019

Time: 18:00 – 19:30

Venue: Embury Institute of Higher Education: Waterfall Campus – Cnr Waterfall & Simlak Drive, Waterfall Country Estate, Gate 1 Midrand 1685

Live Streaming: Infoware Studios Facebook ...

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Jira Service Desk FAQ

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New to Jira Service Desk? If yes, you probably want to review these FAQ’s.

When working with customers who are not familiar with Jira Service Desk we often get asked a couple of questions that pops up across more than one customer. We are sharing those questions with you here to help you get clarity during your tool discovery process.

Question 1 – What are the difference between the different user types?

There are 3 applicable user types for Jira Service Desk:

Jira Service ...

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Product development – key lessons learned

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Product development – key lessons learned 

We outline some of the key lessons learned or common mistakes made by business owners, entrepreneurs and corporate product owners when building a new product to take to market or when evolving existing products to be better suited to existing customers.

Strong product owner

The product owner role for product development is critical.

What is a product owner? Definition: the product ...

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How to go about implementing an Agile Project Office

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The Agile Manifesto written in 2001 in essence is a set of four values and twelve principles.

Agile Maniesto

“We are uncovering better ways of developing
software by doing it and helping others do it.
Through this work we have come to value:

  1. Individuals and interactions over processes and tools
  2. Working software over comprehensive documentation
  3. Customer collaboration over contract negotiation
  4. Responding to change over following a plan

“That is, while there is ...

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