7 Reasons Why Migrating Help Desk Services to the Cloud can Transform Customer Experience

Jun 13, 2017 posted by Vidyasagar Avvaru under Cloud Computing, Digital Transformation

Today, enterprise IT support and help desk services are experiencing a dramatic shift in the development, deployment, and consumption of digital technologies. Cloud-based solutions are replacing traditional on-premise solutions. Even there is a paradigm shift in the user expectations. New age customers or millennials are more tech-savvy and expect mobile compatible solutions. Hence, digital disruption is forcing companies to continuously evaluate their technology services portfolio. They need to be more responsive and empathetic towards customers without affecting the overall cost.  

Outsource Technical Support

Cloud-based solutions have revolutionized the way business processes are outsourced. Cloud-based help desk management applications enable enterprises to store client data on a cloud server and provide customized services and support. It enhances the process of ticket management and enables enterprises to enhance productivity. Businesses can focus on productive activities without worrying about investing in costly IT infrastructure and training.

What is Enterprise Support?

Running an enterprise web service requires dividing support functions into few discrete layers, also known as levels/ lines/ tiers. A non-technical organization may outsource IT services to MSP (Managed Service Provider) to offload its support activity while for technical organizations outsourcing is complex and expensive.

Enterprise application support requires professionals and experts setting up a multi-tier support structure. Since automation is expensive, organizations can save costs by outsourcing their IT operations.

Let us consider top seven reasons why migrating help desk service operations to cloud can help companies in their day-to-day operations.

#1 Big Data Management

A big challenge for the IT industry posed by digital disruption is big data. Managing huge volumes of data from multiple sources involves acquiring, installing, maintaining, and repairing IT systems, along with data processing and analysis. However, with cloud computing, companies can transfer the entire responsibility of system management and data management to the third-party service provider.  

#2 High Business Scalability

Most businesses are witnessing a growing user base. Hence, the pressure is to provide efficient help desk services to keep customers happy. Cloud computing helps businesses scale up their customer support services as their business grows.

#3 Low Costs

Old mainframe computers and traditional IT servers’ have a tendency to shut down due to overheating, increasing power costs. Cloud computing fuels digital disruption and enables the business to become eco-friendly and reduce energy costs.

#4 High Accessibility and Mobility

Digital transformation has given rise to a mobile workforce where employees manage global operations from diverse geographies. Help desk services on cloud offer round-the-clock support for users from different time zones. When used via mobile devices, help desks services are easily accessible and cross-platform compatible. 

#5 Low Downtime

Downtime increases costs incurred by the company. Help desk services on cloud reduce the downtime and increase levels of customer satisfaction, thereby, building a loyal customer base.

#6 Improve Disaster Recovery

Migrating help desk operations to cloud improve disaster recovery options. The entire data and set of applications will be a safe haven.

#7 Automatic Upgrades/Software Updates

Software upgrades usually result in temporary downtime. IT employees work overtime to install, test, and run these upgrades on existing infrastructure, thereby increasing the overhead costs. Customers can experience seamless transition with cloud without even knowing when the upgrade happened. Additionally, it also results in higher security, improved features, and improved stability of the application.  

To keep pace with the rapidly changing IT environment today, businesses require an agile team to embrace digital transformation and take measured risks to deliver better services to customers. Cloud-based software helps increase business productivity and address device compatibility issues, thus making it essential for the day-to-day operations.

 

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