Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community
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I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many support analysts are the same
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There’s nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services
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Every IT department has to make changes at some point that are going to impact internal customers and other areas of the business. There’s a good way to do it and a bad way to do it
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An internal IT department is an interesting place to work. You feel buffered from the front-lines of “real” customer support, yet the systems you monitor and maintain often directly affect the experience of those external paying customers
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