In a world where everything is digital, it's easy to forget about the human side of customer experience.
Technology like digital contact channels, automation, and chatbots have helped managed service providers deliver exceptional IT support. But digital innovations can't replace the value of human communication in problem-solving, relationship development, and overall customer satisfaction. Trust is built between people, not people and machines.
For IT managed service providers, striking the right balance between technology and the human touch is a crucial factor in providing personalised, effective support for their customers.
The Human Touch in IT Managed Services
The human touch in IT managed services refers to the empathy, active listening, and real-time support that sets service agents apart from self-service technology. A live agent can approach an issue from the customer's perspective and establish a relationship with them, something that an AI or chatbot is often unable to do.
But that doesn’t mean that we should rid the world of chatbots, AI, and automation. They provide great benefits for teams and customers alike. Businesses must strike a balance between digitalisation and the human touch. Using these platforms to add value, while retaining the expertise and support offered by in-house teams.
In our latest whitepaper, we explore the importance of cultivating this 'human touch' in managed IT services. Including why it's crucial to not rely on technology, but instead use it to empower technical teams to make better decisions, guide complex conversations, and drive value for customers.
Download Our Whitepaper for Free
In our whitepaper, you'll learn:
- Why a human touch matters in the digital era
- How to strike the right balance between technology and people
- What to consider when choosing an IT managed services provider
Find out why the human touch is an essential part of any managed service provider. Download your free copy of our whitepaper today.