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Past, Present and Future of Chat: The 10 Things You Need to Know

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For years, service desks have been trying to “shift left” from expensive phone-based support to more efficient and cost-effective self-service and chat tools. Now emerging technologies such as chat bots and artificial intelligence are taking traditional chat support to another level. Organizations need to find a way to take advantage of the new technologies, while continuing to provide a seamless escalation experience when needed. This webcast will outline the past, present and future of chat initiatives and offer tips for planning and implementing a successful chat initiative, both for today and tomorrow. Learn how to reinvent your service desk to provide a more modern, proactive and integrated approach to support.

Published in: Technology
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Past, Present and Future of Chat: The 10 Things You Need to Know

  1. 1. Past, Present, & Future of 10 THINGS YOU NEED TO KNOW Stephen Mann Principal Analyst & Content Director Donald Hasson Director of ITSM Product Management
  2. 2. Stephen Mann Principal Analyst & Content Director stephen@ITSM.tool @stephenmann @ITSM_tools https://itsm.tools Donald Hasson Director of ITSM Product Management dhasson@bomgar.com @DonaldHasson @Bomgar https://www.bomgar.com Your Speakers
  3. 3. ○ The state of chat in 2017 ○ The growing popularity of chat (and why) ○ The benefits of chat ○ How to succeed with chat, via 15 success tips ○ The future of chat ○ Key takeaways and Q&A Coverage
  4. 4. The origins of chat
  5. 5. The state of chat in 2017 In North America, the HDI 2016 Technical Support Practices & Salaries report has chat offered by 38% of support centers In the UK, the Service Desk Institute (SDI) 2015 Service Desk Benchmarking Report has chat adoption at just 21% Thus, chat is a minority IT support access and communication channel, in terms of availability ○ ○ ○
  6. 6. Chat is currently an underutilized ITsupport channel
  7. 7. CONSUMERIZATION’S GROWING EFFECT ON CHAT Consumerization of IT: “The use of personaldevices, apps and cloudservices in theworkplace”
  8. 8. Consumerization is ultimately bringing employee personal-life experiences of service, support, and the overall customer experience into the workplace; raising expectations of the corporate IT organization including the offered access and communication channels.
  9. 9. Chat use, in a B2C context, is growing rapidly ○ Telephone at 47% is still the preferred channel, but chat is eating into its dominance ○ Email is also in decline - falling from 48% to 40% ○ Live chat has nearly doubled in popularity since 2013, growing from 18% to 32% Source: Zendesk, “The Multi Channel Customer Care Report” (2017)
  10. 10. The Benefits of ○ Better meeting employees’ preferred support needs ○ Providing/receiving a superior service experience ○ Quicker resolution ○ A lower cost IT support channel ○ Greater consistency of service and support ○ Improved performance management and improvement ○ A platform for knowledge capture and reuse
  11. 11. Employeeexperience bychannel
  12. 12. Modern consumers expect choice of channel and chat offers the best end-user experience of all remote IT support channels What B2C customers expect: “A friendly representative is most likely to be expected (66%) when contacting customer service. Followed by a choice of channels (63%), the quickest possible resolution (57%)... Source: Zendesk, “The Multi Channel Customer Care Report” (2017)
  13. 13. CHAT SUCCESS IS MORE ABOUT PEOPLE THAN IT IS TECHNOLOGY 1. Think of chat from the end-user point of view 2. Learn from the “people” mistakes of self-service 3. Chat, in this form, needs to be even more “human” 4. Chat needs great people 5. Chat needs to be easy to access to be highly adopted
  14. 14. ○ Don’t view chat sessions in isolation ○ Chat call handling needs to be seamless ○ Benefit from chat-enhancement capabilities to improve the experience ○ Leverage some existing telephone best practices ○ Build in suitable feedback loops and management mechanisms Chat capability needs to be a well oiled machine
  15. 15. 1. Keep up the organizational change management 2. Apply sufficient marketing effort 3. Ensure that chat is optimized from the get-go 4. Chat needs to be successfully offered across multiple delivery channels 5. Leave hooks for future readiness A “build it and they will come” approach rarely works, chat included
  16. 16. $ $ IT’s investment in chat should be made knowing that the same capabilities will be used, or replicated, across other lines of business
  17. 17. The future of chat The use of chatbots offers a number of benefits to IT support: ○ Additional, lower-cost, “team members” that never sleep - thus providing 24x7 support ○ End users receive the availability and immediacy of response they now expect (thanks to consumerization) ○ IT support agents are unshackled from repeat issues to undertake more complex and interesting work
  18. 18. THINK OF CHATBOTS AS AN EVOLUTION OF BOTH SELF-SERVICE AND CHAT
  19. 19. SDI research states that only 12% of organizations have received the anticipated ROI from self-service Avoid such a fate with chat, and thus chatbots, by: 1. Building the chat capability around the end-user, not the technology 2. Making chat easy to access and use 3. Reimagining and leveraging existing IT support best practices 4. Building in suitable feedback loops and management mechanisms 5. Employing organizational change management techniques from the outset 6. Applying suitable marketing effort
  20. 20. CHATBOTS WILL REQUIRE A SIGNIFICANT INVESTMENT IN GETTING KNOWLEDGE MANAGEMENT RIGHT ○ Limited participation ○ Inability to find knowledge ○ Insufficient knowledge articles ○ Low quality (unhelpful) articles ○ Knowledge outdated Common issues with KM 5 Tips for Knowledge Management 1. Focus on people and how they work 2. Don’t do “half job” with OCM 3. Focus on knowledge use and reuse 4. Don’t treat KM as an add-on activity 5. Don’t try to reinvent the wheel
  21. 21. KEY TAKEAWAYS The 10 things you need to know 1. Chat is currently an underutilized IT support channel 2. Consumerization is raising expectations of channels 3. Chat use, in a B2C context, is growing rapidly 4. Consumers expect choice, chat offers the best end-user experience 5. Chat success is more about people than it is technology 6. The chat capability needs to be a well-oiled machine 7. A “build it and they will come” approach rarely works 8. IT’s investment in chat should plan for other lines of business 9. Think of chatbots as an evolution of both self-service and chat 10. Chatbots will require a significant investment in getting KM right
  22. 22. Chat as astandalone solution!
  23. 23. ○ Support more customers and end users ○ Improve productivity ○ Provide effective support ○ Accessibility So how can chat improve your business?
  24. 24. So how canchat improve yourbusiness?
  25. 25. FIRST CLASS SUPPORT WITH BOMGAR CHAT ○ Click-To-Chat ○ Skills based routing ○ Remote control and screen share ○ Collaborate and escalate ○ Integrations ○ Logging ○ Real-time translations (coming soon!)
  26. 26. Thank you! Stephen Mann Principal Analyst & Content Director stephen@ITSM.tool @stephenmann @ITSM_tools https://itsm.tools Donald Hasson Director of ITSM Product Management dhasson@bomgar.com @DonaldHasson @Bomgar https://www.bomgar.com

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