{"id":4145,"date":"2023-06-14T08:55:00","date_gmt":"2023-06-14T08:55:00","guid":{"rendered":"https:\/\/recomp.5oclock.io\/?p=4145"},"modified":"2024-04-06T02:39:46","modified_gmt":"2024-04-06T02:39:46","slug":"digital-employee-experience-the-role-of-support","status":"publish","type":"post","link":"https:\/\/www.compucom.com\/digital-employee-experience-the-role-of-support\/","title":{"rendered":"Digital Employee Experience: The Role of Support"},"content":{"rendered":"\n
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\"David

David Krauthamer<\/strong> \u2022\u202fStaff Writer<\/p><\/div>\n<\/div><\/div>\n\n\n\n

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Self-Service and Expert Support<\/h2>\n\n\n\n
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Previously<\/a>, we introduced the four dimensions of Digital Experience Management (XM) that Compucom has identified and how effective management through data gathering and analytics can help to create the ideal hybrid workplace for your employees.<\/p>\n\n\n\n

These four dimensions are divided into two main categories: technology-based and support-based. Our last blog looked at the two technology-based dimensions of XM: Technology-Enabled and Workplace Flexibility. This blog will explore the support-based dimensions of Self-Sufficiency and Well-Supported.<\/p>\n\n\n\n

These four dimensions can be divided into two main categories: technology-based and support-based. Let’s begin by looking at the two technology-based dimensions of XM: Technology-enabled and Workplace Flexibility.<\/p>\n\n\n\n

DEX: How Different Support Models Affect Experience<\/h2>\n\n\n\n
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From the CEO to the mailroom clerk, like it or not, you’re going to occasionally need IT support \u2014 and likely when you can least afford the interruption.<\/p>\n\n\n\n

When we make a support request, we\u2019re looking to rapidly regain control through a comfortable support experience that fits the urgency level. Fortunately, IT support services come in a variety of flavors to suit different preferences. There are support channels to accommodate everyone, from the DIYer who thrives in forums and search engines to the not-so-tech-savvy senior manager who calls the \u201cIT Guy\u201d for almost everything.<\/p>\n\n\n\n

With the prevalence of hybrid and remote work, IT support touches almost every area, from hiring and onboarding to the offboarding process. Support models have evolved to ensure that every touchpoint along the employee journey creates the right experience for employee retention and productivity.<\/p>\n\n\n\n

It’s about keeping your employees happy. Whether driving self-sufficient support or providing expert high-touch experiences, XM measures, analyzes, and ultimately offers service improvements throughout your employees’ tenure.<\/p>\n\n\n\n

Support: Self-Sufficiency Drives Productivity<\/h2>\n\n\n\n
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Self-sufficiency means different things to different people. Some of us DIYers like to do everything ourselves, while others just prefer easy access to help when needed. No matter how a person uses self-service support solutions, their goal is maintaining productivity.<\/p>\n\n\n\n

Determining how well self-service support drives end-user self-sufficiency requires asking and answering some key questions:<\/p>\n\n\n\n