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There’s plenty of talk about external-facing customer support, how it’s changing, and how companies are using it to gain a competitive edge. Then there’s the flip-side: internal-facing IT support. No one seems to be talking about that, yet it, too, presents a real opportunity to set your business apart.
When it comes down to it, if customers are king when it comes to the support experience, employees are often treated as mere peasants. Internal support is usually offered as a mere basic requirement, not an opportunity to delight and keep users happy.
It makes sense to prioritize customer support, but that doesn’t mean companies should de-prioritize internal support, because outside of your company employees are customers, too. They are enjoying high levels of service and support experiences as customers every day—often in sharp contrast to the experience they receive from internal IT support back at the office.
The best-in-class support they’re experiencing as customers is changing their expectations as employees. But on the company side? IT is finding it hard to live up to these rising expectations. A recent study by IDC Research reports that:
When internal IT teams don’t get enough support from the top, it’s the employees who feel it. Disappointing support experiences contribute to employee dissatisfaction, which can negatively impact a company’s bottom line—in much the same way as a disgruntled customer.
Think about what happens when an employee hits a technological snag. Work comes to a standstill. Employees spend an average of 22 minutes per day working through IT issues. That may not seem like a lot, but at the end of the year it adds up to more than 91 hours of downtime. And that’s just one employee.
Why is this happening? The IDC survey reports that about half of the time, employees try to solve IT issues on their own or ask nearby coworkers for help. That’s a productivity killer for everyone involved, and it impacts the bottom line.
A big reason why employees avoid calling IT at the onset of encountering a technical issue is likely because they have low expectations for fast resolution. IT teams can raise the bar by applying what’s working in customer-facing support to internal-facing support, and start satisfying employees with the high-quality experiences they are encountering as customers. Here are a few things to keep in mind:
There’s great opportunity to differentiate your business through best-in-class support. Your employees are one of your business’s most important assets, and great support experiences can increase their loyalty and productivity. Traditional support methods aren’t meeting their rising expectations, but modern support tools can.
Anand Rajaram is the Director of Products for LogMeIn’s Support Solutions. As Product Lead, he is responsible for the shaping the vision, product strategy, and overall direction for RescueAssist. Prior to LogMeIn, Anand served as the Director of Products at HubSpot, and co-founded OfficeDrop, a cloud storage solution for paper-intensive small and medium businesses.
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