Business increasingly turning to self-service tech

However, end-users still prefer to speak to a service centre rather than an automated system

Businesses are increasingly adopting self-service and self-help technologies in a bid to improve the customer experience, a report by Ivanti and the Service Desk Institute has revealed.

The companies questioned 25,000 service desk personnel about their changing attitudes towards self-service and self-help platforms, with 74% of them using self-service technology and 58% offering their customers the option to use self-hep services.

Businesses are giving customers the tools they need to solve their problems themselves because it provides a much better experience than talking through a problem with someone on the phone.

However, customer attitudes don't align with operator responses, exposing that 83% of end-users prefer to call the services desk to speak to someone rather than using the self-service option and 88% opting to talk to call the service desk rather than using a self-help feature.

Advertisement
Advertisement - Article continues below
Advertisement - Article continues below

The survey results revealed customers would rather have the 'personal touch' when seeking support rather than going through to an automated service.

"As industry trends change and new generations enter the enterprise IT user base the demand for Self-Help and Self-Service capabilities will undoubtedly increase," Ollie O'Donoghue, SDI Industry Analyst and author of the report, said.

"Both have an integral role to play in supporting the modern service desk, and organisations armed with the experience and knowledge of a vendor organisation, and supplied with the right tools, will undoubtedly overcome the obstacles facing them when implementing these tools."

However, businesses are still slow to adopt self-service and self-help technologies, with the main barriers being the time it takes to implement the technology to enable self-help and a lack of customer appetite for using the tech.

"The motivations that drive an organisation to improve self-service and self-help technology vary considerably. However this report has raised a very important point that the customer (and what they want) must be at the heart of any strategy," said Kevin J Smith, senior vice president at Ivanti.

Featured Resources

What you need to know about migrating to SAP S/4HANA

Factors to assess how and when to begin migration

Download now

Your enterprise cloud solutions guide

Infrastructure designed to meet your company's IT needs for next-generation cloud applications

Download now

Testing for compliance just became easier

How you can use technology to ensure compliance in your organisation

Download now

Best practices for implementing security awareness training

How to develop a security awareness programme that will actually change behaviour

Download now
Advertisement

Recommended

Visit/digital-transformation/31168/four-ways-cios-can-drive-digital-transformation
digital transformation

Four ways CIOs can drive digital transformation

17 Jan 2020
Visit/government-it-strategy/28305/ir35-news
Policy & legislation

Government announces review of IR35 off-payroll changes

8 Jan 2020
Visit/strategy/28223/cio-job-description-what-does-a-cio-do
Business strategy

CIO job description: What does a CIO do?

7 Jan 2020
Visit/security/29204/how-can-you-protect-your-business-from-crypto-ransomware
Security

How can you protect your business from crypto-ransomware?

4 Nov 2019

Most Popular

Visit/microsoft-windows/32066/what-to-do-if-youre-still-running-windows-7
Microsoft Windows

What to do if you're still running Windows 7

14 Jan 2020
Visit/operating-systems/25802/17-windows-10-problems-and-how-to-fix-them
operating systems

17 Windows 10 problems - and how to fix them

13 Jan 2020
Visit/policy-legislation/data-governance/354496/brexit-security-talks-under-threat-after-uk-accused-of
data governance

Brexit security talks under threat after UK accused of illegally copying Schengen data

10 Jan 2020
Visit/hardware/laptops/354533/dell-xps-13-new-9300-hands-on-review-chasing-perfection
Laptops

Dell XPS 13 (New 9300) hands-on review: Chasing perfection

14 Jan 2020