helpdesksupportIn the IT sphere, trends evolve faster than most people can keep up with. It seems like just when you purchase a new technology, the latest upgrade is already on the market. Though it can be maddening, the pace at which technology evolves ensures that we communicate faster, on more platforms, and have more agile networks.
If you manage IT customer service, the speed that technology shifts is no exception, and to serve your highly-savvy customer base, you need to be proactive, and most importantly, you need to build and train your IT staff to provide world-class customer service through various platforms. Below we have the top three IT customer service training trends to be aware of so you can stay ahead of the curve.
IT Customer Service Training Trend #1: Implement multi-channel support
If your customers are seeking customer support for a software application, cloud-based program, or piece of hardware, their preference is to get help where they’re already working – on their computer, where they can easily go to your website or search online. Picking up the phone to call IT customer support is both cumbersome and time-consuming. Do you have a multi-channel customer support system in place, and is your team trained on how to offer IT support through these various platforms? A study by Forrester found that in the past three years, there has been a 12% rise in web self-service, a 24% increase in live chat, and a 25% increase in community forum usage. How is your organization responding to these trends?
IT Customer Service Training Trend #2: Adopt mobile solutions and train your team accordingly
Customers rely on their mobile devices for almost everything it seems – shopping, navigation, social media, photo taking and sharing, music, news, texting – oh, yes, and talking. Companies respond by developing robust marketing, sales, and eCommerce strategies that are mobile, but many are still equipping customer service departments and training teams to handle IT support through mobile applications. Expect the mobile IT support trend to increase over the next few years, and stay ahead of your competition by building, staffing, and training your team accordingly. A mobile IT customer service strategy involves equipping a team that can troubleshoot, think nimbly, and clearly communicate to your customers how to work through IT issues – all on a mobile platform. Not only does your mobile team need to have solid IT customer service training, but they need to understand how to translate their knowledge to customers via limited snippets of information, which your customers will probably access through an app or through your company’s online mobile website.
IT Customer Service Training Trend #3: On every multi-channel platform, know your customer
If your customer accesses help through his or her mobile device, online, or through your call center, will your IT customer service agents be able to access the customer’s full-history, or will they be starting with a blank slate every time? Your customer needs to feel like he or she is calling one company, not multiple companies that have access to bits and pieces of the person’s record and history. When you train your agents, are you making sure that the first thing they do is read through a customer’s previous interactions, understand the product or service the customer has purchased, and then be able to respond accordingly? What good is it to have a multi-channel IT customer service program in place if your individual agents are working in silos? A burgeoning trend in IT customer service training is to formalize the business procedures and company structure so that every agent in every customer support touchpoint has full access to customers’ records.
Lead the way with your IT customer service program
Building a multi-channel IT customer service program, and training your agents to deliver superior customer service across every touchpoint, will help your company improve its reputation and brand. For technical products and services – more so than with non-technical products – customers are purchasing customer support as much as they are purchasing the product or service itself. In 2013 and beyond, make sure your team is up-to-speed on the trends so that your customers will be able to receive the type of service they expect from a tech company.
More Business articles from Business 2 Community: