Let’s call a spade a spade: the last year has been tough. The way we live our lives has dramatically changed, especially when it comes to how we work and engage with our workplace tools or resources.
From recent research, we know all too well the struggles people have faced terms of IT support and resolution:
- 69% found it more difficult to fix IT issues in 2020
- 37% of employees said it took longer to get IT issues resolved in 2020
- 73% of employees said it took days/hours/weeks to get IT issue resolved in 2020
We weren’t alone in these findings. According to Gartner, over 40% of customer service and support leaders experienced increased service contact volumes, compared to original 2020 projections, due to the COVID-19 pandemic.
And we spent 2020 championing Work From Anywhere, the importance of Digital Employee Experience (DEX), and the notion of providing superb support to users – no matter where they’re working from! But this wasn’t just a clever gimmick to capitalize on the pandemic and get people buying from us. It’s a core part of what we believe in here at 1E, and 2020/21 has had us put our money where our mouth is in terms of the support we’ve provided our customers.
Practicing what we preach
We’re delighted to say that, despite the pandemic-induced upheaval, we were able to continue providing a high level of service to customers, ensuring our users remained happy and equipped to continue working.
1E works with some of the world’s largest and best-known organizations. We have over 31 million licenses deployed across our customers and have helped over 1,750 organizations in more than 50 countries. And in the last 15 months, our customer satisfaction score of either ‘Satisfied’ or ‘Very Satisfied’ is 99%. This is based on the 1114 responses (32%) from the 3483 cases we’ve had from 01/01/2020.
Adapting customer support
The world has had to rapidly adapt to a new way of working, and 1E was no exception. We've all had to get used to working from home, or used to our colleagues working from home. For some, like our engineering team who were in the office 99% of the time, it was a big adjustment. Others lost the ability to socialize with co-workers in the office at least one day a week, while still others, already used to working remotely, learned to cope with new interruptions and distractions, as their family or co-workers learned to navigate the new reality.
How did we adapt customer support? Well, to keep up with the changing nature of the workplace and continue to best assist customers, we introduced a chat function on our Support Portal. This is a fast and efficient way to get quick answers from our chat bot or get transferred to a member of the team our team (when available). Additionally, we've started a video tutorial series which provides customers with short videos on how to get the most out of our product suite. Another way we're adapting is by working on a refresh of our portal. This is to help customers get what they need easily and an enhanced community experience. We can’t wait to show it to you soon.
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