InvGate Blog

10 Tips for Providing a Great Service on the IT Service Desk

Posted by InvGate on August 22, 2018 at 6:24 AM
The industry move away from IT help desks to IT service desks has provided many IT organizations – both internal and external – with the impetus to move their attention away from the affected IT asset(s) to the person, or people, impacted by the reported IT issue (plus the business impact of the resultant downtime). But there’s still more that can be done, especially in light of the growing employee/customer expectations around service and support – where the expectations of employees are being driven up by their often-superior, consumer-world experiences.
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Topics: customer service, Service Desk

What if InvGate didn't have InvGate?

Posted by Sabrina Pagnotta on April 11, 2018 at 10:22 AM
It’s said that we should practice what we preach. And, at InvGate, we do. We develop and sell software products, but not a single day goes by without us relying on that same software for our own daily work. We use it to manage and solve the requests of our customers, as well as monitor our assets. At the same time, our customers use our software to help their customers, through fit-for-purpose tools for assets and IT support management. We provide support to thousands of people in more than 40 countries, and we’re proud of the quality of our service.
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Topics: Technical Support, Help Desk, Service Desk, customer satisfaction, customer service

Chesapeake Bay Academy is 'Head of the Class' with Invgate Service Desk

Posted by Allison Sapiega on February 28, 2018 at 11:30 AM
Chesapeake Bay Academy, a private nonprofit school for students with learning differences, needed to improve its IT support capabilities. The school was previously reliant on emails for the notification of IT issues and requests, day-to-day management of IT support operations, and reporting. The legacy system caused problems for both IT and its customers; a fit-for-purpose ticketing system was needed. 
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Topics: InvGate Products, IT management tools, customer service, customer satisfaction, business solutions, service management, workflows, Service Desk, Help Desk Software, Service Desk Software, Cloud, Choosing Software

Have Fun at Work with Gamification

Posted by Sabrina Pagnotta on February 14, 2018 at 10:01 AM
If I told you that solving requests in your help desk could be as fun as playing a video game, what would you say? With Service Desk Gamification having fun at work is possible! Perhaps you’ve once felt that you’ve completed a really challenging task but no one noticed, or that your team should have been rewarded when they overcame tricky issues and achieved great results? Well, let me tell you: these thoughts disappear when Gamification is in place, because it taps into the human need and desire for personal recognition, status, and achievement – plus, it has the thrill of competition. 
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Topics: InvGate Products, IT management tools, Gamification, customer service, customer satisfaction, business solutions, service management

Service Desk Takes Customer Care to the Next Level

Posted by InvGate on September 14, 2011 at 9:06 AM
Enterprise success is attributed to many factors, but more often than not, it boils down to the two most critical: product or service quality and customer support. In many cases, the quality of customer care creates the competitive edge.
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Topics: customer service, Service Desk Software, Service Desk

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At InvGate our mission is to help our customers to help their customers, through capabilities designed to optimize IT service delivery and support.

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