The world is becoming increasingly mobile. Especially with the COVID-19 pandemic and resulting government-mandated lockdowns, mobile usage is through the roof in 2020 and 2021. This pressure can be felt in every industry, including the ITSM field. Many IT organizations, help desks, and service desks have expressed the desire to add mobile applications as part of their end user experience. In a recent trend report sponsored by Bright Pattern to research trends in ITSM and ESM channels, it was shown that one of the top channels that ITSM organizations wanted to add in 2021 to improve customer and employee satisfaction was mobile applications. This is highlighted in the chart shown below.
Alongside other emerging digital channels like chat bots, web chat, and messenger apps, the rise of mobile applications is due to the response in the emergence of mobile devices as the communication tools by end users. The rise of mobile devices is being felt by every industry, and the IT help desk is no exception.
Adding mobile applications as part of your IT help desk or service desk needs the right platform that can support the mobile application, and include it as part of the other channels into one seamless customer experience. This means an omnichannel platform that can treat the mobile application the same as other channels of communication, and support seamlessly switching between the channels.
An omnichannel platform can also support quality assurance efforts on all channels, including those on mobile applications. Utilize an omnichannel platform that can support all channels, including emerging digital channels and traditional channels, and that has built-in quality management that utilizes AI to monitor all channels. Make sure that adding mobile applications to your customer experience is an easy, natural experience for the end user.
To implement the right ITSM framework and ITSM processes in your organization, you need the right ITSM tools for the job. Check out Bright Pattern’s latest ITSM and ESM Trend Report for how you can adapt your IT organization to the demands of 2021.