IT service support is a tricky thing.
Too few support options and we are left to fend for ourselves. We become “shadow IT”. A security risk. A vulnerability.
Too many support options and we get lost in a maze of texts, calls and virtual agents, until we forget we even had a support issue.
Remember the days when technical support was an always-accessible office techie? While sometimes patronizing, the office IT support team provided timely, effective and personalized assistance. We liked this model for three reasons: there was a single point of engagement, an expert that could navigate the support options for us to find the right solution, and ultimately, this model allowed us to be productive.
Then came more options.
To read the rest of Mark’s blog, originally published on LinkedIn, please go here: https://www.linkedin.com/pulse/realizing-promise-omnichannel-support-mark-alba/