Traditional support models rely on phone-based support, and while this has helped support desks connect with end users for years, support sessions cannot be scaled beyond 1:1, technicians are provided limited system visibility, and it is difficult to monitor. With the exceptional growth of connected devices, many organizations are making the jump to provide better and scalable support.
Integrating live chat support with your service desk benefits your business in ways that phone or email support cannot match. As I’ve said before, screen sharing is worth 1,000 chats! Understanding your users issue is only the beginning – once you can see the issue, remotely connect to their device and solve it as if you were in the same room with them – you’ve elevated the customer experience to the next level.
Chat has also come a long way since its origins, in both its social and business-world application. While it’s made great strides, it’s still an underutilized (and arguably mis-utilized) support channel among many organizations. It can offer many benefits, when implemented and integrated properly.
Last week, I joined Stephen Mann from ITSM.tools for a webinar on this topic. In case you missed it, you can watch the recording and download the slides. Start learning today on ways to start or improve your chat initiative!
Donald Hasson, Senior Director, Product Management
As Sr. Director of Product Management, Donald works with a variety of stakeholders in the product development lifecycle to help drive product strategy and enhancements across BeyondTrust's Endpoint Privilege Management product line. Donald brings more than fifteen years of experience to BeyondTrust in various aspects of systems engineering, product management, and design at startups and large organizations. Prior to joining BeyondTrust, Donald was a systems engineer at a wireless startup company, and worked at Honeywell Aerospace on a team building the first GPS navigation system for the Boeing C-17 Globemaster III. He has a degree in Electrical Engineering from the University of Florida.