“This means that what customers really want is the ability to start an interaction via one communication channel and finish it on another one. “Customer service is evolving from multi-channel to agile,” Larkins says.
The use of tablets, smartphones and laptops has become ubiquitous in the workplace, compelling forward-thinking businesses to expand their range of support channels to serve customers in the way they choose.Ī big part of this is the rise in Web-based tools as a means of consistently delivering the highest quality of service. Therefore, the more a business depends on technology, the more important it is to have the right IT support, says Chris Larkins, business unit manager of the enterprise segment at Tarsus, South Africa’s leading ICT distributor.Īt the same time, Larkins says, a new generation of customer and worker is emerging that wants to be able to interact with companies and each other through a variety of channels. Learn more about Dell’s support offerings from Tarsus Distribution Complexity in the environment translates into complexity within business processes, and with that, more potential challenges.
While these technologies can bring substantial benefits to the business, they do need a much higher level of expertise. The economic and business landscape is evolving rapidly, putting organisations under pressure to introduce new technologies into their environments, and at the same time efficiently “keep the lights on” and maintain existing servers, storage and networking.Īdd to this innovations such as big data, cloud, internet of things, the edge, intelligent automation, containerisation and app modernisation, and the picture grows even more complex.
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