"In a B2B environment, expectations are set by B2C experiences, creating a demand for low-friction, efficient service similar to ordering from Amazon or booking an Uber."
"The traditional service desk is evolving rather than becoming obsolete, transitioning into a more powerful system that incorporates personalized service alongside AI assistance."
"MSPs can leverage the need for personal engagement, as many customers value the opportunity to discuss issues face-to-face with knowledgeable experts."
"AI tools like ServiceNow's assistant enhance first-line service desks by providing operators with pertinent company information, streamlining the support process."
B2B environments are increasingly influenced by B2C standards, prompting a demand for seamless, low-friction customer experiences. MSP customer service directors are acknowledging this shift and seeking support from technology providers. The traditional service desk is not dead; it is evolving into a more effective entity that combines personal service with AI integration. As AI tools like ServiceNow assist first-line operators, having a robust knowledge base becomes critical. However, the challenge lies in dedicating resources to create and maintain this content amidst ongoing operational pressures.
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