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Looking for a better customer experience from your IT support company?

Here’s why you need self-service automation

Good customer service is one of the most important factors in selecting an IT support provider. When an issue occurs, businesses need to rest assured they will be solved promptly and efficiently and that a competent IT help desk will be available 24/7 in case users need to contact specialist support staff.

Not all IT support companies provide the same level of service. It’s important to check if your future IT support provider has local engineers that can be with your business as soon as possible if needed. If your company is based in London then your IT support provider should have onsite engineers in the London area. Equally, it’s important to research if an IT support company implements self-service automation. Self-service unlocks greater efficiencies, from faster resolution times to reduced costs.

What is self-service automation?

Self-service automates repetitive tasks and offers solutions, saving time and effort – both for IT support staff and end-users. It’s not a replacement for IT specialists but a means of reducing high ticket count and freeing up engineers’ time so that they can focus on more complex issues.

Why is self-service automation important for a better customer experience?

Sometimes end-users need to change their password or are looking to get answers to recurring questions, get status updates, or need help in finding a specific file or resource. All of these tasks can be automated, offering end-users a smoother experience.

What are the benefits of self-service automation?

It’s a quick and easy alternative to contacting the IT helpdesk, providing context into the issue and waiting for a reply by email. Many administrative requests such as resetting a password or enabling or disabling a mailbox can thus be resolved far quicker. By putting systems in place to facilitate self-service support for repetitive queries, the IT support team can concentrate on dealing with complex, high-priority requests.

Business users need self-service capabilities that can help them perform their jobs remotely and if they encounter a problem, be it an error, a bug or technical issue, they need this resolved as quickly and efficiently as possible. At the same time, many businesses are looking to reduce costs through efficient use of resources and tech. Through self-service automation both of these needs can be met.