Today’s users expect consistent, high-quality support experiences, whether seeking help with consumer technology or reaching out to their support team at work. They want support that is available on any type of device or connection, in any location, in any language, and they want it delivered through their chosen method of communication. Users also value support services that deliver rapid problem resolution, according to the survey results.
To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.