Efficiency is the most important word in the IT industry. It therefore comes as no surprise that customer service trends continue to move away from the traditional time-consuming phone queue system.
If you’ve worked as a business professional in the tech age, you’ve undoubtedly had your fair share of run-ins with technical support. Perhaps you’ve resolved complicated IT issues with internal help desks or your company’s IT department; or, you’ve logged countless hours on the phone with external call centers; or, in all likelihood, both. Although it’s possible that at least some of your experiences were pleasant, painless, and successful, it’s also just as probable you’ve had to deal with some of the more lacking aspects of the industry.
Your clients are not the same clients they were ten years ago. They’ve grown up. The gap between solution and end user has diminished as technology has become more accessible and laymen in turn more tech-savvy. This trend has been eliminating middlemen on its way to making solutions nimbler, quicker, and more cost-efficient. And although the IT industry hasn’t exactly been at the forefront of the self-service wave, it’s certainly making moves to become a significant part of it these days. Already 20% of all organizations are using some type of IT self-service solution.
As a client management tool vendor, one of the most surefire ways to a customer’s heart is by helping them to cut costs. It’s likely that a significant part of your offering has been built around this principle, and it’s even more likely that you’ll continue to keep your eyes open for new and innovative solutions to round out your package. In the age of self-service, and in the more recent wave of IT self-service, the big questions to be asking yourself include:
At Softthinks, developers of Smart Key, we’ve observed firsthand how the growing trend of consumer self-service has transformed the way companies do customer support. In the past few years alone, the trend has evolved from an innovative approach to consumer support to having practically become the norm. Market experts have come to recognize its practice as a true win-win for businesses and end users alike. On the company side, self-service is clearly a more agile and cost-effective solution to offer customers the support they need. On the consumer end, it’s been made loud and clear in study after study that this is in fact what most people want: an uncomplicated way to help themselves. If consumer self-service is the movement, Let me do it! could certainly be the rallying cry.