The IT sector has leapfrogged in innovation and progress, but it is also important to ensure the development reaches the right people so that they can benefit from it properly. Of late, the industry has really geared up and adopted strategic approaches to provide support services to users, thus helping organizations grow and attain their ultimate business goals. The IT tech support services offered today are advanced, interactive, and prevalent across various platforms, gradually connecting users to their service providers.
The top 5 IT support services trending in 2018 include:
1. Virtual & Augmented Reality
The tech support offered today comprises knowledge sharing and easy communication. Technologies like VR and AR are increasingly being used in IT support scenarios, for hardware support in particular. Through these technologies, users can benefit in multiple ways. For instance, remote experts can provide IT tech support services to perform complex procedures, fix a problem, and interact with clients virtually. With VR and AR, support services can be expanded beyond time, geographical boundaries, and even organizations.
2. Cloud Migration
The cloud has emerged as an ideal way to store data wherein organizations can store their valuable information safely. A major advantage of cloud computing is in addition to granting companies constant access to their data, it also ensures data security that was a concern in back-end system maintenance. It also decreases the associated personal and hardware expenditures and creates new opportunities vis-a-vis productivity and financial gains. No wonder cloud migration is fast becoming a most popular trend in IT data security support service.
Today's devices are integrated with monitoring capabilities and have sensors embedded in them, meaning much information can be gathered about them and the environment they are used in. With support services reaching these devices, engineers are now using predictive analytics to detect possible problems and prevent their occurrence, thus saving much time and resources. From smartphones to ATMs, IT support is being used everywhere for the efficient functioning of these smart devices.
4. Virtual Agents
Amongst consumers, Chatbots have been a real success. From guiding consumers to purchase products to having interactions regarding their online experience, they have hogged much limelight. However, with new breakthroughs such as AI–powered platforms for conversation, it is being estimated there will be virtual agents with complete knowledge of the products they are supporting and they will address the critical challenges of users. Consequently, end users will have a new way to avail support services besides the help desk.
5. Customer Identity and Access Management or CIAM
Through Customer Identity and Access Management or CIAM, customers can enjoy cross-channel experience. It is a database that will have relevant information such as customers' past purchases, likes, dislikes, birthdays, website searches, customer service interactions, and forum posts. The software keeps track of customers' preferences and basic information and secures their data. As this software trends, organizations will use it as a security tool and an asset to serve customers better.
Earlier, the complexities of operating on the digital platforms discouraged people from using it. But as digitization reaches its boom and with the recent changes in the way people are opting to carry out tasks such as shopping, making payments or doing projects, it has become clear that, its usage is no more restricted to offices and formal environment. Therefore, to help people understand its work process, the trending IT support provided across various platforms will prove to be of great aid and these technologies will reach to the people who can use it in an optimum manner.
From offering real-time responses to guiding customers remotely, you can hire technical support engineers to improve your customers' experience dramatically. While operating a device, website, or system, customers mostly seek support through conversation that guides them and offers a solution to their problem. In the wake of the latest trends, firms can provide support either way and ensure a productive and efficient interaction.
