Our guest writer Magnus Engdahl has worked in technical support for nearly 25 years, most recently at Fujitsu in Sweden and Norway as the Head of DWS. Now we get to hear his views on the current state and future prospects of technical support.
User expectations are constantly increasing, and IT support faces greater demands than ever before. Customers expect everything to run smoothly, easily, and quickly. People have a better understanding of devices than before, and children can navigate through various devices, systems, and software better than their parents.
"Digitalization has pushed customer expectations up as new technologies allow for faster, smarter, and cheaper solutions."
These higher expectations are the norm for the younger generation, and they do not see them as unreasonable demands or expectations. Customers expect to be served when they need it, and they do not necessarily understand why the PC they use at work would be any more complex than their home computer.
People expect the same usability from a device, whether it is at home, at the office, on the road, or on holiday. Expectations are more elaborate than 10 years ago. Before, the customer was interested in how long it would take to fix the problem. The IT support specialist could meet the customer with a surly demeanor and the customer wouldn’t mind because the specialist was the only one who knew how to fix the problem. Today, the customer expects a pleasant service experience and prompt, discreet, preventive, and proactive support.
""There is more and more demand for tools that assist with prevention, proactivity, and data analysis in the market."
I have worked in the field for many years and I can attest that where customers used to be grateful for any technical support, today everything is expected to work smoothly and without any interruptions. Customers want us to work proactively to ensure that their devices will not break down or stop working. Companies do not want to cause interruptions for their end customers or for themselves. Service providers should be able to offer proactive services and better meet the needs of customers so that the best service for the customer's business is provided at all times.
""Our service development focuses on usability and discreet maintenance, as well as producing self-service manuals."
In Fujitsu we are also reviewing opportunities to provide our customers with more self-service manuals. People already fix their own TV sets and smartphones, so we believe that there will be demand for more self-service manuals and handy checklists in the future. People are used to solving issues themselves and they just need the tools to do it effortlessly without having to call the support service or request on-site support.
""For modern people, time is money, and a four-hour wait would be completely unacceptable."
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