Traditional support models rely on phone-based support, and while this has helped support desks connect with end users for years, support sessions cannot be scaled beyond 1:1, technicians are provided limited system visibility and it is difficult to monitor. With the exponential growth of connected devices, many organizations are making the jump to chat to provide better and scalable support.
Chat is an excellent channel to improve service desk productivity, but when dealing with complex issues, it’s sometimes not enough. If your chat solution is implemented in a standalone silo, then customers may have to transfer to phone support when their issues go beyond the point of text, resulting in a disjointed customer experience.
Integrating live chat support with your service desk benefits your business in ways that phone or email support cannot match. Don’t allow your customer support experience to worsen; meet your customers where they already are – online, all while increasing customer satisfaction.
This proactive approach can elevate your customer experience to a new level. We’ve created an infographic that shows you exactly what we mean – download it today!
Donald Hasson is the Director of ITSM Product Management at Bomgar