Corporate IT support is changing – from the most popular end-user access and communication channels used by employees, to employees’ expectations of IT support based on their consumer-world, personal-life, experiences.
Chat could, and should, be playing a big part in this evolution of IT support – from end-user happiness with chat, over other channels, to the opportunities available thanks to artificial intelligence, chatbots, and virtual personal assistants.
In this whitepaper, analyst Stephen Mann of ITSM Tools covers:
The state of chat in 2017, including the relative adoption levels
The growing popularity of chat thanks to consumerization
The benefits of chat
How to succeed with chat, via 15 chat-success tips
The future of chat
Along the way, the paper also offers up the ten key things that you need to know about chat for 2017 and beyond.