Multichannel / Omnichannel Service Desk Adoption
by Markos Symeonides, on 20-Jul-2020 15:50:00
In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find out if IT customers used one primary channel, a small number of channels, or had a full range of "multichannel" options available for interaction with the service desk.
Part of our Omnichannel ITSM series.
85% of Organizations Offer Multiple Channel Options to IT Customers Reaching out to the Service Desk
The vast majority (85%) offer a handful of channel options to IT customers, but only 8% say that they are a multi/omnichannel service desk. It seems encouraging that most organizations are part of the way along their journey to an omnichannel service desk.
Surprisingly, 8% of organizations still only offer one way of communicating with the service desk, which may compromise the IT customer experience as IT customers will expect a similar omnichannel experience to what they see in their consumer lives.
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