To stay competitive in this digitally transformed world,
companies need fast and effective support services, according
to a new IDC white paper sponsored by LogMeIn.

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.

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.

However, 60 percent of respondents said that support teams took a long time
to fix issues or that their problems were not resolved at all. When these negative
support experiences occur at work, they compromise productivity, impeding
progress and forcing employees to ask busy colleagues for help. That’s why
more than 50 percent of users said fast and effective support at work is critical
to help them do their jobs.

Effective support services can also elevate a company in the eyes of users.
Of these respondents, 67 percent closely related their support experience
with their feelings about a company overall.