Recently, I came across a rather shocking number: Every year, IT issues prevent employees from doing any work for up to 2 days a year and cause employees to be unproductive for a wopping 6 full work days — costing businesses an estimated £62.4 billion (or $84.21 billion) in salary! This is not including the loss of revenue the company could potentially face because of it. For example, 58% of respondents couldn’t provide service to customers because of IT failure and 50% of employees missed a deadline due to technical difficulties.
However, expectations for IT to fix it are at an all time low: 49% felt their IT request goes to a black hole and they would like to see more transparency about the progress. Almost half of the people who faced IT failure would rather try to create a workaround or ask a co-worker to help them fix it than go to IT and ask for help. 30% of millennials even say they would rather clean toilets than contact customer service!
This leads to a wide variety of problems. Workarounds or self-help fixes could create even bigger problems, expose the entire IT estate to cyber security vulnerabilities, or create an entire Shadow IT that must be maintained and managed.
This is simply unacceptable in a world where almost every single person (96%) feels strongly that customer service plays a role in their choice of and loyalty to a brand, according to Microsoft’s 2017 State of Global Customer Service Report.
In addition, 54% of the people asked as part of the study say they have higher expectations for customer service today compared to last year. If you just consider millennials, who make up about half of today’s workforce, this number jumps to 66%!
As consumers at home are accustomed to switching on their favorite music, adding items to a shopping list, or setting an alarm by just asking Alexa, Google Home or similar smart devices without ever pressing a button, it is understandable that they become frustrated when they have to create a support ticket at work for an IT job that should be resolved within minutes rather than days.
While you won’t see an Alexa device listening for your commands at work anytime soon, there are better and more efficient ways to tackle the IT support dilemma. For example:
Below, we have summarized all important points for you in a handy infographic:
What are your IT support goals for 2018 and beyond? Are you planning on using IT automation to proactively manage your endpoints’ health and performance? Please feel free to share in the comments below.