In 2021, organizations will continue to shift toward more flexible operations. In today’s world, it’s critical to give employees the freedom to work from anywhere and in any capacity. That involves looking into remote and hybrid solutions, as well as platforms that work across all devices.
According to a Clutch survey, the world of IT Support is rapidly shifting in the United States, with as many as 66 percent of professionals being compelled to work remotely as a result of Covid-19. There are a few significant topics to observe and invest in as we approach 2022.
1. Integration of AI Knowledge Bases
The integration of your company’s knowledge library with chat operations is maybe the most intriguing tech support trend. Organizations may dramatically streamline their workflow, from ticket creation to approval processes, by linking platforms like Slack or Microsoft Teams with Jira software. Integration improves team communication and structure, ensuring that everyone is on the same page.
On a personal level, it allows users to help themselves, avoids context switching, and gives them access to information that can help them grow in their knowledge and job. The return on investment for this type of technology can be extremely high. Slack has even launched a unique ROI estimator that can forecast your return depending on a range of factors.
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2. Cloud Hybrid
We’re starting to witness a shift in how companies use the cloud, with more companies opting for a hybrid approach that includes public and private clouds. An Accelerate State of DevOps 2021 poll found that teams who used hybrid or multi-cloud software deployments were 1.6 times more likely to fulfill performance goals, indicating that this change might have a significant impact on efficiency and ROI. A customized cloud solution can also help with data access and security issues.
Automation has evolved, moving from task-based to process-based, and finally to multichannel automation. We’ll see how automation can be applied to an enterprise’s complete ecosystem in the future. Hyperautomation is an emerging concept that brings together a variety of technologies, tools, and platforms, as antiquated processes are identified as a key workforce issue across corporate America.
Hyperautomation can transform productivity by combining process automation with artificial intelligence and machine learning. IT professionals can offload time-consuming chores and promote ticketing system adoption across their teams with capabilities like auto-create, auto-remind, and auto-sync. It will be fascinating to observe how this technology develops; according to Gartner, the market for hyper automation-enabling software will grow by double digits by 2022.
4. Swarming of Problems
The typical three-tiered approach to IT ticket management is soon becoming obsolete. Customers will no longer put up with having to repeat information when they are passed from tier one to tier two to tier three support personnel to remedy a single issue. According to the Salesforce State of the Connected Consumer study, 82 percent of customers want a single person to solve complex problems (registration required).
The answer is issue swarming, a collaborative service model in which your tech support is organized into swarm pods to share the load of dealing with difficult problems. When a ticket is created, it is forwarded to a swarm pod lead, who will assign the issue to a team member. Because everyone is naturally working together, issue swarming reduces the need to escalate complicated tickets through the system. Issue swarming places the client at the center of the tech support experience by letting them speak with a single operator who has access to a pool of experts and can quickly resolve their issue.
The use of 5G and network-connected devices is rapidly expanding in 2022, as 5G became more widely available in 2021. Every day, the globe generates about 2.5 quintillion bytes of data, and the need for high-speed internet is higher than ever. When it comes to handling internal and external problems, having access to speed and consistent performance is crucial. With 5G, your company will be able to implement cutting-edge infrastructure and apps that will boost productivity, enable mission-critical communications, and expand the Internet of Things possibilities.
We appear to be on the verge of seeing accessibility and automation take off in 2022. With quicker speeds, more data, sophisticated engineering, and new ways of working together, the world of tech support is changing. The positive influence that these advancements can have on your company appears to be limitless. As these trends gather traction, it’s time to start stepping up your tech game and leading the charge.