With the persevering with challenges of the Covid-19 pandemic, 2020 has been a yr of sharp pivots and re-evaluation for enterprise and customer support and help organizations. The creation of pervasive distant, work-from-home workforces notably has required firms to rethink and start to revise their help methods and platforms.
Yet, as with so most of the modifications happening this yr, the pandemic has tended to speed up, somewhat than rewrite, most of the transformations and traits now beneath manner. The present pandemic has underscored long-term deficiencies and wishes that many enterprises at the moment are making priorities for the best way they help staff.
This version of eWEEK Data Points makes use of business info from Wai Wong, President and Chief Executive Officer of Serviceaide, which makes digital brokers (chatbot, AIOPS and automation) for service and help administration.
Here are among the main traits Wong believes at the moment are accelerating inside enterprises worldwide.
Data Point No. 1: Work is not only work at home however ‘work anywhere and anytime.’
Many staff aren’t going into the workplace and proceed to work at home. Many are additionally not working set hours, however when it’s handy. Parents, for instance, are being compelled to juggle the necessity to assist their school-at-home kids whereas additionally getting their very own work completed. This necessitates a piece schedule which will start earlier within the day, later into the night and in the course of the weekend. These versatile work schedules imply not simply distant help, however 24×7 availability.
It’s a change which means self-service is rising in significance. Self-service is now not a nice-to-have, however a should to satisfy the wants of staff with out sacrificing productiveness. Self-service, after all, has large advantages in a post-COVID-19 world as properly, when it comes to cost-efficiency and worker productiveness. New applied sciences, resembling AI-driven digital assistants that may interact with staff, automate service supply and effectively develop and assign help tickets, are extra crucial than ever to supporting this new mode of working.
Data Point No. 2: The financial downturn and enterprise uncertainty are forcing firms to be extra deliberate and re-prioritize as they assessment their know-how budgets.
While many areas of the IT finances are being minimize, decreased, or postponed resulting from present uncertainties, different areas of spend are being prioritized. Spending on collaboration software program, for instance, has seen a dramatic improve. There has additionally been important development in software program options that deal with the necessity for enterprise continuity and repair and help for distant employees. As firms reassess service and help options, low-code and no-code options will improve in recognition as a result of budgets can’t develop to cowl pricey consulting engagements and very long time to worth implementations.
Data Point No. 3: Technology expands urgently throughout the enterprise.
Historically, new service and help applied sciences had been applied within the IT group first. However, the pressing want to rework firms to enhance productiveness and effectivity means…
