Top 3 Emerging IT Support Trends to Watch for 2018 | New Media Services
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Last updated on December 21, 2020

Top 3 Emerging IT Support Trends to Watch for 2018

Different IT support services trends for 2018

2017 has been an eventful year in digital transformation and technical support industry, including the rise of messaging apps and the increase use of AI and chatbots for customer support services. Just as what experts predicted last year at this time, user experience, huge data storage, smart machines and new innovations will also play a big role in the business industry this year.
With all the changes of IT support services in 2017. The next question is what’s on board in the tech support world this 2018? Here the top three tech trends that are expected to make a big impact over this year.

1. Customer Identity and Access Management

IT Support navigating her laptop
(Image Courtesy of Pexels)
CIAM or Customer identity and access management will provide a seamless cross-channel customer experience. This is a database that will contain all pertinent information, including past purchases, birthdays, likes and dislikes, customer service interactions, forum posts, and website searches.
This technical support software helps businesses to secure and efficiently manage customer information, including identity and activity.
CIAM Software keeps track of the following:

  • Customer basic information
  • Customers preferences
  • Secure customers data

This means that customers no longer have to register an account or provide information to use brands service channels such as apps, websites and help desk portals. Marketing, sales, customers service teams no longer have to obtain customer information in separate systems.
CIAM Functionality:  

  • Assists and stores customer registration and login, including single sign-on (SSO) and multi-factor authentication (MFA)
  • Enables the use of self-service assets such as forums and knowledge bases
  • Helps customers manage their account preferences
  • Offers tiered access

This software is not just a security tool, but also an asset that helps businesses to better serve customers.

2. Augmented Reality

IT support using Augmented Reality
(Image Courtesy of Pexels)
Augmented Reality is a type of gadget place in front of the wearer’s eye, which provides a real-time visual display of picking instructions and points out the exact location of an item or a person.
This digital integration has been initially used in delivery and logistics which resulted to massive improvements of employee’s productivity and accuracy of deliveries. Air New Zealand is currently trailing the usage of AR to improve how they serve their passengers. Flight Attendants who wears augmented reality glasses, will immediately know each passenger’s details – how many miles they have flown, what their meal preference are, and where their final destination is. All of which enhance their ability to provide a more personalized service. This year Porsche Cars North America will launch AR tool for their technical support system. They said that with AR their tech support that is based in Atlanta can see real time what service technicians are seeing as they work on the cars anywhere in the U.S.
Any type to technical support services that requires real-time responses could highly benefit from AR. Whether it’s via live chat, video chat or phone —consider how AR can help improve your business customer service response time by having two representatives working on one problem at once. One chatting with the customer and the other is simultaneously projecting solutions onto smart glasses or a window on the chatter’s screen. Take time to decide whether this system can be incorporated into your customer service channels.

3. Predictive Analytics

IT support checking customers analytics
(Image Courtesy of Pexels)
Predictive Analytics can access customer satisfaction and customer effort scores, as well as the whole help desk metrics to mainly measure and improve business customer service. These include:

  • Time spent on customer requests per representative (10% is a good average to achieve)
  • Percentage of feedback received that are incorporated into the product
  • Percentage of customers who give positive response after the feedback is implemented
  • Number of renewals saved by the unique features of a product
  • Percentage of customers adopting a new presented features of a specific product or services

This IT support services uses the information to analyze customers’ behavior and customer service outcomes. It specifically answers the following questions:

  • What did our business do in the past that correlated with a decrease of time spent with a customer inquiry per representative?
  • What can our business do in the future to cost-effectively lower the percentage of time spent even further?

Providing effective journey management requires a full understanding of what customers are trying to do, how they are trying to do it, and what their experience is like with other customer service channels.
With predictive analytics your business needs to be ready to record very purchase, phone call, in-person visit, live chat interaction, website search, or bill payment in one central system to obtain the most accurate data.
This year opens more opportunity to innovate and improve IT support services that will enhance the way businesses deliver their products and services to people.

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