Did you attend the TSW Service Transformation Conference in Las Vegas this week? Today’s top companies look to this TSW conference to provide professional development for their up-and-coming service and support managers and others see it as an opportunity for their teams to gain key industry insights from thought leaders.
We (the GoToAssist team) were really excited about this event, as our very own Stephen Smith, senior technical product marketing manager at Citrix, was selected to deliver his industry insights on the topic of Service Delivery Transformation. His talk on Tuesday, October 22, was titled “Three Keys for Unlocking Service Excellence in a World of Mobile Workstyles” and garnered a large crowd of IT professionals.
In his hour-long session, Stephen educated his audience on how delivering strategic and cost-effective technical support to today’s mobile and distributed workforce has become a business imperative. Stephen described how new support needs have emerged with higher service expectations, presenting a new set of challenges for busy, strapped IT departments. He urged the audience that businesses must transform support delivery to respond effectively.
Customers today, Stephen explained, increasingly want to access support in the channel they prefer, receiving instant response and resolution, regardless of location. To hold their competitive edge, businesses must keep pace and provide new options for engagement. Now more than ever, multi-channel support – chat, social and mobile – is a necessity.
Stephen concluded by highlighting the three keys for unlocking service excellence in a world of mobile workstyles:
- Key #1 ‒ Delivering cost-effective technical support has become a business imperative.
- Key #2 ‒ Embrace chat, social and self-service for resolving simple incidents and service requests.
- Key #3 ‒ Rethink support delivery.
Companies must move from service desk 1.0 tactics to 2.0 tactics in order to survive and thrive. He also concluded that “great support is now a competitive advantage.”
To learn more about this topic, feel free to download the presentation.