To provide better IT support, it is important to understand IT help desk software trends now. Since businesses are quite dependent on software, you must stay abreast of popular and relevant tools. In this Service Desk Show article, Jeni Rogers discusses 2019 IT help desk software trends that would influence IT support.
Understanding IT Help Desk Software Trends
The more upgraded the help desk software is, the better you can serve customers. To optimize IT support, know the following IT help desk software trends:
AI Dominance: All software vendors are integrating AI and machine learning into their solutions. So, it is definitive that artificial intelligence will dominate the IT help desk software trends too. Enabling IT support with AI will aid chatbots in addressing elementary service requests using established FAQs. The robots will identify anomalies and automate tasks. AI will use service knowledge to parse sparse and dense data.
More Emphasis on Employee Experience: One of the continuing IT help desk software trends is giving importance to the customer experience. Every feedback provides an opportunity for the company to improve. Now the focus has veered towards employees that work in the frontline.
People Management Skills: Automation is freeing up help desk agents from doing mundane and repetitive tasks. With better software and processes, employees are devoting more time to complex problems. So, one of the IT help desk software trends is to improve people management skills for employees working in customer-centric services.
Security Takes the Lead: Companies are more attentive about security now and this is going to continue for several upcoming years. IT support must ensure that in-house and third-party systems and networks are secure. With remote workforce coming into the picture, strict authentication protocols and processes are a must.
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