CHAPTER 7: AN INSIGHT INTO THE FUTURE
Current scenario
Service desks in a lot of organisations are in a legacy mode where support mechanism for customers are provided through the use of:
•Self-service portal;
•Service catalogue;
•Service desk software; and
•Telephony support.
While this might be the most cost-effective option for small and medium-sized businesses, there are a few disadvantages:
•Low rate of incident reduction.
•Limited means of communication (phone, email).
•Insufficient information of customer.
•CSAT ratings lower than anticipated due to customer experience not reaching the required levels.
•Agent to customer community ratio increases as per increase in business expectations.
Future scenario
More and more organisations are using ...
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