assyst Blog / Multichannel

Unified ITSM is Key to Omnichannel and AITSM

Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer experience with omnichannel ITSM, you'll need a connected dataset that spans your whole environm …

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How to Make Omnichannel ITSM Work

If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part of our Omnichannel ITSM series. 🕙 3m

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How Omnichannel ITSM Improves Quality, Speed, and Cost

Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 3m

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Multichannel vs Omnichannel Support: What's the Difference?

What's the difference between an omnichannel service desk and a multichannel service desk? "Omnichannel" and "multichannel" are often used interchangeably. But there is a difference. Part of our Omnichannel ITSM series. 🕙 4m read

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Omnichannel Service Desk Strategy: 3 Things You Need to Know

Part of our Omnichannel ITSM series. Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need to establish, and how these processes will flow as value chains acro …

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Multichannel / Omnichannel Service Desk Adoption

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find out if IT customers used one primary channel, a small number of channels, or had a …

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