Customer Support

5 IT Support Trends in 2018

By September 28, 2018 February 14th, 2019 No Comments
5 IT Support Trends in 2018

What’s So Special About IT Support Today

In today’s business world, everybody is fighting over the best customer experience they can give to their leads instead of focusing solely on the business point of view. More common IT support makes its appearance in the market in every industry – help desk, service desk, however you call it, it’s essentially the same thing that businesses use to heighten their bar of IT support quality.

But here’s thing: service desk won’t be able to solve every problem that you throw at them. It’s not Jesus after all. A lot of service desk still requires a whole lot of technical training to develop enough ability to tackle certain kinds of queries that the company want to target for. But there’s a two key features that you should train your IT support system or tool to have: responsive and consistent. And if you're only delivering IT support services through one single channel, then you're behind the game already. 75% of customers expects

IT Support can Make-it or Break-it

Yes, we know that developing IT takes up a huge portion of a company’s investment bill. But businesses are still willing to input more and more budget on this. And why is that exactly? That’s because it can turn the business ROI up a few notch and are able to cut down some costs for the business in years time.

And there's two things you should do with your IT support – first, make sure your support team have a recovery system ready on another separate secured and reliable backup portal so you can retrieve all the key files and folders for your company, so to minimise the casualties it brings.

And backing up is not enough: make your service customized and specialised for your clients. While every businesses have a different operating system, it requires a specialised technical support team to provide IT solutions that fits your goals, needs and features. This can optimize the company’s efficiency and make you undestructible facing competition from other businesses.

The digital customer support is shifting every single day, and here’s the 5 IT customer support trend that you should look out for in 2018.

1. Messenger Support Is King

The old ways for businesses to do IT support is through either chatbots, live chat, or even the unthinkable phone call. However, these days users are flocking to Messengers in the billions. That's with a B. If you're looking to offer IT support, you could either go through the headache of forcing users to adapt your method of communication, which just makes them more likely to bounce, or you could just get on their favorite messaging app.

it support is going mobile

Messengers can make better connections with your customers, the best thing about that is you end up starting a rapport with someone who has a problem. Messengers are a great place to let customers feel comfortable, and less likely to lash out or get frustrated when they chat with you like they were just texting a friend. Customers are more engaged if the queries are happening at the channel of their choice, instead of being coerced into a conversation they don't want to be in.

Another thing about messengers is you always know who your customers are in messaging apps when customers reach out to you – what’s their name is, where they come from and what kind of social media preferences they like, making it all the easier for your company to pinpoint which customer segment you want to head for. In this way, you can customize the kind of support your consumers wants, such as the channels that they use the most or what time are they most active on social media, catering to the needs for your customers.

You might even want to transform your IT support channel into an upselling one too. Check out how you can make frustrated customers into loyal ones here.

2. Customer Identity and Access Management

You might’ve already heard it of CIAM popping here and there. But essentially, it is a seamless cross-channel customer experience that focuses on balancing customer experience and security without having to sacrificing others.

What CIAM Solutions usually provide:

  • customer registration
  • self-service account management
  • consent and preference management
  • single sign-on (SSO)
  • multi-factor authentication (MFA)
  • access management, directory services
  • data access governance.
it support security

Similar to messenger apps, CIAM software keeps track of information like background information of your customers like where are they from, name and gender; what sort of preferences your customers are into and ways for you to further secure their private information, so that you can make sure your consumers data are secured.

Another thing that CIAM has to offer is its frictionless registration. We all know how it goes when you're registering a new account – enter your name, birth of dates, location, phone number; send phone verification codes; log in to emails to activate the account. Let's admit it, it's just a huge hassle for everyone. All these cumbersome registration process will only drive your leads away. And CIAM knows what it could do to your business.

3. AI-Based Self-Help Services

Businesses are turning their heads to AI-based self-help services for its easily managed style and the ability to engage customers on different channels 24/7, giving customers quality support services whenever they need.

The main purpose for those kind of services is that it can empower customers to solve questions by themselves without having to get support agents involved in the process until it's absolutely necessary. Its also the best way is to build up a holistic knowledge base to provide the most information for your customers by optimizing the search queries system. By doing this, empower users to answer questions themselves long before they need to approach an agent.

Mobile is getting popular

According to research, AI is expected to clip 38-47 percent of jobs within 50 years. Instead of competing against each other, AI is going to serve as the assistant force to help boost agents work productivity. E.g. suggesting responses, show a particular piece of queries record or reference information for the sales reps. Gartner reports that by 2020, 85 percent of all brand-customer interaction will be automated.

4. Data, Data, Data

CRM solutions are becoming the inevitable tool for all businesses out there that want to merge their sales data into their marketing data. It gives off a huge amount of customers data from human-to-human contact, thus giving companies better insights as to how making customer support become more personalised along with their products. It heightens the level of customer satisfaction and gives businesses the ability to take a sneak peak at the user’s profile from their social media accounts.

Through analyzing their online behaviours, like figuring out what customers preferences are like from their social media footprints, user habits, past customer support history and preferred communication channel, companies can customize it the way that they need and how they want to be engaged or interacted. This can build up a better relationship with customers when you figured out what they like and how they prefer the customer experience to be.

it support collaboration

If you have any customers coming from the EU area, here’s a heads up for you – the new EU’s General Data Protection Regulations (GDPR) go into effect. What it means by that is it will be harder for you to utilize personal data from your customers as it expands to definition to any data that can be used to identify a person. And now if you want to record support calls you will have to obtain explicit permission from your customers prior to anything else.

5. The Mix And Match IT Service Desk

The initial model of service desk is based on the ITSM best practice framework IT infrastructure Library and put services as the prior focus. The truth is most of the companies these days have adopted either one into their business models. While some of them are being called in different names, call center, support center, technical support or IT/IS support, they are more or less the same thing. 41% of help desks and service desks are called something else. And we can see the help desk or service desk services are slowly taking its dominance in the IT support trend.

it support integrations

More integrations are quickly emerging in the business world to better enhance the efficiency of it. IT service desk are shifting from more data-centric to now more business-inclined. As more emphasis are being put upon optimizing agent efficiency by enhancing agent interfaces, the trend in ITSM platforms are shifting again. Instead of going full automation managed by virtual assistants like bots and using human agents as supporting function during the process, human agents are, once again, becoming the vital role in gluing the technical work together more seamlessly – fixing technology workflows, resources provisioning and granting access to users, perfecting end user experiences as well as streamlining the daily operation in business.

Tech Support Trends That You Need To Know In 2018

There’s a bunch of new tech support surging in businesses today. There’s no fixed formats for customer support these days. Whatever forms you can think of – instant messengers, live chat or email chat, it’s all out there. And among them all, mobile messengers are taking a foothold over any other supporting tools. Gartner analysts predict (gated content) that by 2019, more requests for customer support will come through consumer mobile messaging apps than “traditional” social media.

Although mobile messengers are becoming a new key IT support trend that everybody is looking at right now, but no less attention should be given to artificial intelligence as it becomes the hot buzzword today. A Gartner survey (not online) showed increasing interest in artificial intelligence and machine learning among Gartner Research Circle IT and IT/Business Members Members.

Gerardo Salandra

Gerardo Salandra

Gerardo Salandra is the CEO of Rocketbots (www.rocketbots.io). An IBM & Google veteran, with deep expertise in growth hacking, machine learning, and chatbots. Chairman of the AI Society of Hong Kong, promoting the development and understanding of AI technologies in the Region.

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