It is important to create a smooth experience for your help desk employees and customers. The support tickets are increasing with time. Thus, agents are always looking for some ways to handle tickets. Customers are also looking for some ways to solve their problems without contacting the support desk. There are various methods that you can use for meeting these goals. However, most companies are still not implementing these tools. According to a survey from PWC, more than 90% of C-suite executives think that they are providing enough technology and tools to their employees. However, only 70% of the staff agrees with their executives.
Companies are using multiexperience ITSM to deal with this disconnect. According to a report from Gartner, more than 25% of the PWAs and mobile apps will be running on a multiexperience development environment.
Multiexperience platforms will help you in providing smoother support to your employees and customers. However, you should first clearly understand the meaning of multiexperience ITSM. In this article, we are going to talk about multiexperience ITSM.
What is Multiexperience ITSM?
Clashing tools and disjointed interfaces can create a lot of frustration for your support desk. Your customers and service desk employees expect a seamless experience. You should focus on providing a smoother experience to your employees and customers.
This problem can be solved by using multiexperience approach. Multiexperience refers to devices, apps, and different permutations of modalities that your users interact with.
It sounds similar to the multi-channel or omnichannel. However, multi-channel and omnichannel refer to your knowledge sources. For example, omnichannel is a support channel that seamlessly meets with your customers on the channels. It can give access to information via Slack, web portal, or Teams.
Multiexperience is just the advanced version of omnichannel. The main focus is on creating a similar interface for different devices. It doesn’t focus on only transferring or translating between devices.
For example, suppose that your service portal can be accessed from a laptop only. In this case, you need to change the portal for people who are accessing it from their smartphone or tablet. You need to tailor it further for the customers that are using a smartwatch or wearable tech. Your customers can use any device for accessing your portal. Tools like MS Power Automate will help you in increasing the efficiency of your ITSM tools. It will ensure that you can create automated workflows between different services and apps. You should consider your end-user needs. Your customer will have unique demands from your service desk. Their touchpoints will be different. Also, they will contact your service desk for some specific issues. You need to focus on all these touch-points and customize your plan. This will help you in providing a seamless experience to both your end-users and help desk employees.
Benefits of Multiexperience ITSM:
Many companies are now embracing multiexperience ITSM. It is helping companies in bridging the gap between staff and executives. Some of the main benefits of Multiexperience ITSM are:
Better Quality of Experience
Multiexperience ITSM will ensure that your employees will have a better experience when they will access your ITSM. They can access your ITSM tools from anywhere in the world. Also, your employees don’t need to worry about seeing tiny fonts on different devices. It will help you in improving the experience for both agents and customers. Thus, you can meet your agents and customers wherever they are. This is the core idea behind the multiexperience ITSM.
For example, suppose you are an IT worker. Your laptop is broken and you need to submit a ticket. You might only have an Apple watch for interacting with the chatbot and submitting the ticket. Multiexperience interface will ensure that your smartwatch will have the formatting specific to the device only. Thus, it will provide a seamless experience to your customers and agents. You will face unnecessary blocks if you are not using multiexperience ITSM.
Multiexperience ITSM will help you in increasing the speed of your applications and speed of ticket creation.
Your applications will run more quickly and smoothly. They won’t waste their time translating data and interface from a website. Customers can also create and track their tickets quickly. They don’t need to worry about accessing your portal from some specific device. Multiexperience will ensure that your customers can access your portal from any device.
Your customers will also get answers quickly from virtual agents or chatbots. This will ensure that they can find information without any human interaction. Thus, they can solve their problems without contacting your help desk.
Multiexperience ITSM will help you in improving the efficiency of your help desk. This will help you in lowering down your costs. Your cost-per-call will come down if you are using multiexperience concept.
According to a report from the Service desk institute, your cost per ticket can come down from $35 to $16.8 if you are offering live mobile/web chat. Thus, you can save 50% of your money by implementing multiexperience. If you are using chatbots, then the cost per ticket will reduce to $0.8. You can save more than 98% of your costs by implementing chatbots and multiexperience ITSM.
How to create a multiexperience in ITSM?
You can follow the below steps for providing better services to your customers:
Understand your customer journey
You should start by understanding your customer journey. Try to find the touchpoints and pain points of your customers. This can be done by creating a persona of your customer. It will help you in understanding what your customer truly needs.
Make sure that your customers can easily communicate with your service desk team. You can provide mobile apps, email integration, and chatbots to your customers.
Outline everyone role
Your team members are not going to be responsible for the entire customer journey. However, they will play a small part in the journey. Make sure that your team members know their specific roles and responsibilities.
These are the main benefits of creating a multiexperience experience. You should know about the role of ITSM apps before you create a multiexperience experience. Experienced MSPs like Bleuwire can help you in providing IT support. They will help you in implementing the multiexperience in ITSM. This will ensure that you don’t need to worry about hundreds of tickets. Bleuwire will help you in handling all the tickets. If you need more information regarding ITSM, then you can contact Bleuwire.