At the Service Desk IT Support Show (SITS), Holger Friesz, our VP Commercial who is responsible for the customer journey at AnyDesk, will share his insights about the transformation of customer service and the future trends he identified for Service Desks.
With the Service Desk & IT Support Show being just around the corner, we are delighted to be invited to speak in the online event about the core of what our industry is about: The transformation of customer service and how to manage customer success in the future.
While it may not be rocket science to build up and run a service desk or customer care department in the first place, there are many aspects that can have an impact on the customer experience. As one of the world-leading remote support solutions, we at AnyDesk see a huge variety of ways that companies set up service processes. Thanks to the strong partnerships we have with our clients, we’ve gained incredible insights across all industries as well as different company sizes. During the SITS conference, we will unveil three major trends and give an outlook on the future expectations of service delivery.
The possibility of self-service
The evolution of the Service Desk is mainly driven by the change of customers in terms of their age. While Baby Boomers and Generation X would generally prefer a face-to-face or at least human interaction, Generation Y and Z are known for being self-driven, self-decisive and looking for self-empowerment. This creates two completely different ways of approaching the same result. Example: While Baby Boomers and Generation X would still prefer a travel agency to book their holidays, Generation Y and Z would instead research for themselves, use portals and communities for recommendations and ratings and book finally on their own. This evolution needs to be taken into account also in terms of customer support. Those who provide the superior customer experience will win and keep the customer in the long run.
However, that’s nothing totally new. In today’s world, where you cannot just walk over to a colleague any longer to get support or help, people need ways to find what they are looking for easily. With that being said, what steps must companies take in order to ensure the best customer service for every customer? If you offer a help center for your products, make sure everything can be found with multiple keywords on Google or Bing and adjust them over time, as this is the first step customers often take when looking for assistance. To advance your service focus, enhance your product or service with intelligent in-product support. This is easier, of course, for a software company than for a manufacturing company, however, almost everything is running or supported by IT meanwhile. As soon as technology is involved, it’s a must to think about the customer experience here.
Giving the customer the possibility of self-service is only one component of providing the best service experience. Another way is to use new technologies, like Artificial Intelligence (AI), that are strong and reliable. While it may require training, once your company is up to speed, you can use AI in smart chats or even phone support with natural-sounding voices that you couldn’t differentiate from a human being. Sounds too far out? Actually, it’s a reality already. Many booking agencies use AI on the phone when you place a hotel reservation. And I’m pretty sure, you didn’t even notice when you booked your room last time.
Besides exceeding your customers’ expectation of service, it is also a relevant financial factor to consider as it scales very different from human interactions. From our experience, a good service desk today covers 80% of the tasks with AI-chat, phone or in-product first-level-support. Second-tier support is then comprised of helpful and enthusiastic experts who are empowered to connect, analyze, configure or repair, make decisions and let the customer feel their service-oriented passion.
The Service Evolution is only one of three trends we identified for the Service Desk. A future blog post will cover the second trend: The bigger need of mobility, including the decentralization of your customers and requirements to fix machines remotely. Stay tuned!
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