When developing a world class IT support service we believe there are five core building blocks to developing a successful strategy.
Collectively they will offer your organisation an optimal balance of IT Support Productivity and Customer Experience.


Self Service

Designed to intuitively assist customers in resolving IT issues without the need for direct human interaction.

Examples are:

  • A virtual agent leveraging cognitive capabilities and automated resolution.
  • Physical Lockers and Kiosks to collect and return hardware.
  • An online digital hub providing access to self-help articles, instructional videos, FAQ’s, IT health status and automated fixes.

Productivity

Designed to continuously improve stability, service quality and cost efficiency.

Examples are:

  • Well defined support personas and service level metrics controlled through effective incident, problem, change management processes.
  • An interactive knowledge management framework incentivised through recognition and gamification.
  • Experience monitoring complimented with proactive remediation capabilities.

Advisory

Designed to proactively educate, engage and protect your customers.

Examples are:

  • A tech bar walk-up experience providing device support, training, remote working advisory and new joiner onboarding.
  • Digital marketing campaigns, personalised communications and proactive notifications.
  • Key stakeholder relationship management meetings, customer engagement events and periodic advisory boards.

Channels

Designed to seamlessly integrate and meet your customers individual support requirements.

Examples are:

  • A personalised mobile app offering easy remote access to your support channels complimented with news, alerts, social Q&A, videos, new joiner features and quick actions.
  • Physical onsite support through desk visits, hardware self-service and tech bar walk-up experience.
  • An omni-channel contact centre platform offering real-time voice, video and chat support.

Experience

Designed to collect and measure feedback that enable your organisation to continuously improve.

Examples are:

  • Real-time sentiment, surveys and XLA metrics targeting a 5 star end-to-end support experience.
  • UX research & UI design capabilities ensuring support tools, platforms and communications are inclusive, intuitive and interactive.
  • Technology and behavioural skills training programs that embed a continuous learning and improvement culture across your organisation.

Our consultancy services offer customer, stakeholder and organisation assessments based on UX best practices. We will then partner with you to develop ambitious strategies, business cases and execution roadmaps that deliver cost efficiency and customer experience.