Future of TOPdesk - AI, Omnichannel Support & Agile Methodologies
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The document discusses the future of TOPdesk and its focus on omnichannel support through chat, peer-to-peer knowledge sharing, using AI to help customers proactively, taking an agile approach, using notifications, flexible workflows and tasks, asset management, linking with other tools, and using AI to optimize processes. The key themes are improving the customer journey, providing flexibility in processes, strengthening integration capabilities, and adopting emerging technologies.
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Future of TOPdesk - AI, Omnichannel Support & Agile Methodologies
- 1. Future of TOPdesk Sietze Meijer s.meijer@topdesk.com
- 3. • Communicate through your customer’s channels Omnichannel support
- 4. Chat • Acting directly when necessary • Multiple simultaneous conversations. • Share digital content.
- 5. • Crowdsource knowledge. • Shift left Peer to peer knowledge sharing
- 6. AI – customer facing • Increasing amounts of data can be valuable. • Pattern recognition. • Proactively help your customers.
- 7. Agile • No longer just something for software developers. • Balance reactive work with proactive improvements. • TOPdesk Kanban board.
- 8. • Keep track of relevant changes in requests • Act when relevant and required. Notifications
- 9. Workflows and Tasks • ITIL-based modules versus flexible processes. • New system for Workflows and Tasks. • Optimise TOPdesk processes to your customer’s needs.
- 10. • Gradual replacement of Configuration management. • Flexibility is key. Asset management
- 11. TOPdesk to TOPdesk linking, and other tools • Collaborate with trusted partners. • Chain integration • Seamless TOPdesk to TOPdesk link.
- 12. AI – process optimisation • Operator assistants. • Process automation. • Pattern recognition.
- 13. Recap • Customer Journey • Flexibility in process • Integration • Emergent technologies
- 14. #ToT18 Thank you for your attention Sietze Meijer Sietze Meijer S.Meijer@topdesk.com
- 15. TOPdesk on Tour 2018 Working towards better collaboration
Editor's Notes
- TOPdesk facilitates working in a flexible tool that connects to how customers communicate to their customers, supported by AI-driven processes
- Customer Journey: age of customer, own terms, own time, own pace. Business to Business consumer. When, which means, purpose? Flexibility in process: focus on customer reuires flex. customer driven=SerExcel. Customer & services not alike, offer context and info to agents at right time Integration: integrate trusted partners, beyond SLAs, seamless integration for customers, agents help regardless of where in chain action needed Artificial Intelligence/Emerging technologies: enhance service experience by recognizing patterns and help you adjust accordingly. Dicsover and Act before customers ask. Automate repetition
- Omnichannel support Increased smartphone usage leads higher mobility to changing habits for work & communication. Means to communicate follow changes. And so should you. Communication is visual. Apps too. You have to adapt too. Topdesk helps by supporting channels customers love to use. Responsive SSP, Whatsapp + Messennger o Market place. More to follow
- Chat When Reaching service desk and not getting a hold is frustrating Barrier to reach out to you for assistance 3 simultaneous conversations. Share digital content. No lengthy reply w detailed instru or complicated phone call, just an image with some guidance. agents Consult experts to solve issue quickly. relevant is crucial. Directly ask info from customer Snapengage, now native chat, added to ssp or int or ext website
- P2P support Customers look for help from their peers in communities, forums or search engines Crowdsource knowledge. Shift left a good step, p2p next step Promote culture of knowledge sharing, facilitate ongoing process
- AI: customer facing More contact is more data More data = more understanding of their customer journey Pattern finding is a hard process. AI sorts through the data In agent side: Trialling sentiment analysis, to experiment with value t customers In SSP: better suggestions, identify patterns. Proactively act.
- Agile is becoming increasingly relevant in service delivery. Originally this way of working evolved within the software development industry: instead of settings large projects in stone months or even years in advance, teams optimize for the value of the software actually delivered to customers. In recent years this way of working has expanded beyond software development. Many organizations are full of teams working with various Agile methodologies, such as scrum. Often this starts with IT teams collaborating closely with development teams to deliver software. Increasingly other departments also start using this approach to implement projects and maximize the value delivered. This affects the way people work with their service management tools. Service desks need to optimize between reactive work, which are the incoming customer calls and service requests, and their proactive work, which is often related to improving the services delivery – investigating recurring problems, making larger changes in the way of working, for example. To facilitate prioritizing work, TOPdesk has developed a Kanban board. This allows teams to keep track of their calls, and proactive work. We’re continuing to develop this solution to help teams decide what they want to view on this board, and in the longer term to help planning projects in an agile way. We’re also working on ways to help agents collaborate more effectively with each other, and with your customers.
- Notifications Processes tailored to customer demand also means working with your colleagues in a more flexile way. When working at a request, notifications allow your agents to call upon a colleague for help in his workflow. No need for endless email conversations. And as an agent, you can keep up to date to those requests you want to be in the loop about.
- Workflows & Tasks But to make further progress in Agile ways of working, it will become even more important to improve your service delivery as and when required. Agile service management, if you will. Although having clear processes helps streamline work for agents, it does not necessarily optimize for value delivery. How can you quickly respond to increased demand for a particular service? Or make use of an opportunity for a new service, without spending too much time on the details? To achieve this it is necessary to have control over your workflows, and to be able to optimize them on the fly. This is a challenge within the existing ITIL way of working reflected in TOPdesk modules – the functionality was developed with specific processes very much in mind, which limits flexibility in some areas. As such, we’re developing a new Workflows system with more flexible Task types, to help you tailor your processes to what your customers need. The first steps have recently been released in Labs: a simple way of creating subtasks for more complex calls, and creating a template from these steps for re-use. It might seem like a small step, but in the background this will enable us to deliver new ways of working to you. We intend to further develop this initial solution into a full workflow designer, allowing for a flexible customization of your processes.
- Asset mgmt Relate Asset Management to Tasks Transition from fixed object types to what the customer needs.
- TD-TD-Link Sharing work Linking network of TOPdesk users One process instead of several separate ones.
- These four trends will show you the future of Service management TOPdesk is getting ready by actively taking these into account and turning them in to value you can use deliver service excellence to your customers.