Trends

STRATEGY, keep changing with the times:

IT support is a business. You need to keep track of industry and consumer trends proactively updating your strategic position accordingly. To succeed, update your digital strategies in line with current online trends and evolve your practices with the development of new tools. You must replicate the reach and influencing power of social media platforms. You can use them within your own organisation to build IT support awareness, promote employee engagement and crowdsource feedback to help improve User Experience (UX).

PERSONA, offer your customers a personal touch:

Invest in data-driven customer insights that enable personalised advice and recommendations with the help of artificial intelligence. Create engaging content for your target audience and incorporate a human touch within a customer journey’s that make them feel personally connected with your organisation.

ANYWHERE, go mobile:

Customers prefer mobile devices for quick transactions. Leveraging this can allow your customers a consistent support experience in a climate of hybrid-working. Offer a virtual experience to your customers and staff with the help of augmented reality, offering product demos and virtual advisory. Voice recognition, image and QR Code search features are gaining popularity as digital marketplace trends transition away from text only. Proactive notifications are a powerful tool in protecting your customers from lost productivity.

CHOICE, offer an omni-channel support platform:

Businesses need to have an omni-channel presence and it is critical when offering a first-class support experience. You should aim to integrate your digital and physical support channels as customers now expect choice and the flexibility to easily switch channels. Strong digital branding with inclusive, interactive and intuitive platforms are equally critical to enable simple customer navigation.

EMPOWER, focus on employee self-service:

Self-service used to be about saving money by accepting a worse experience. Today self-service is about empowerment, not compromise. Customers want speed and convenience whilst still being prepared to invest their own time for the right reasons e.g. hardware collection & sustainable returns. Digital guidance capabilities allow support organisations to offer help before customers need to ask for it and then deliver real-time automated resolution.