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Technology Isn’t Perfect—So Access to Support Matters

By Emily Stehura, Ph.D.

Emily Stehura, Ph.D.

We’ve all been there. You’re working diligently on a project and something goes wrong. Whether it’s the loss of your work, getting kicked out of an application, or a worst case scenario—the dreaded blue screen, technical issues are always frustrating. When our devices and applications do not function properly, productivity suffers. On average, the knowledge worker loses 33 hours per year to all those technical glitches that make us crazy: various IT outages, breakdowns, and software and hardware failures (Source: MetricNet). Thirty-three hours—that’s almost a full week of productivity—lost!

It’s inevitable that at some point end-users will experience a technical issue or will require some form of support. Smart organizations know that it’s how user issues are addressed that makes all the difference in the world. Today, great technical support means more than friendly, knowledgeable tech support agents. Forward-thinking organizations are making strides to meet customers where they are—on the go and mobile enabled.

Gone are the days where customers were willing to sit on hold waiting for help. So what does this mean? Today’s technology users expect support to be available via multiple channels beyond traditional phone lines. They also want to rely less on others to solve their problems; with access to information on the Internet at their fingertips, end-users are increasingly looking to quickly solve their own technical issues. A review of industry trends illustrates the importance of aligning support strategies to the changing nature of work:

  • 67 percent of consumers reported the use of web self-service knowledge to find answers (e.g., FAQs) to their technical questions (Source: Forrester).
  • In the next three to five years the use of web self-service is expected to increase by 44 percent (Source: Fifth Quadrant).
  • 63 percent of online consumers said they were more likely to return to a website that offers live chat (Source: Forrester).
  • 75 percent of consumers think companies should make answers to all their common questions available via smartphones (Source: Synthetix).
  • By 2020, the customer will manage 85 percent of the relationship with an enterprise without interacting with a human (Source: Gartner).

In order to WOW our clients and their participants', candidates', and learners’ needs in the rapid-paced world of business, DDI has expanded our support offerings and released a new technical support portal—Service Ready. Service Ready is an online, mobile-compatible portal where client system administrators and their participants, candidates, and learners will have round-the-clock access to product technical information and the ability to contact DDI for direct support in multiple ways. Service Ready ensures that once your system implementation is complete, you always have a way to receive the technical support you need.

Get more information about DDI’s Service Ready portal.

Emily Stehura, Ph.D., is a senior consultant in DDI’s Assessment Technology Group.

Posted: 18 Jun, 2015,
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