Seeking Expertise in the Help Desk Customer Support Software Space
December 12, 2024
by a searcher from University of Southern California - Marshall School of Business in Los Angeles, CA, USA
Hi everyone,
We are currently reviewing an opportunity in the help desk/customer support software market and are looking to connect with a subject matter expert in the space. Specifically, we’re interested in:
- Understanding the current state of the industry and market dynamics.
- Exploring the impact of AI and how it’s shaping the future of customer support solutions.
- Gathering feedback on the specific opportunity we’re evaluating, including its growth potential and strategic positioning.
If you or someone in your network has deep knowledge or experience in this space, we’d greatly appreciate your insights. Please feel free to comment here or send me a direct message if you’re open to helping out!
Thank you!
Brendan
from Ivey Business School at Western University in Toronto, ON, Canada
Hi Brendan - I'm sure you'll get better insights than this, but commenting to help get the ball rolling. I wouldn't say I'm a subject matter expert, but have some exposure here. I cut my teeth in this space on my first project at Accenture where I started my career.
I'm assuming you're talking about ITSM platforms / ticketing sort of platforms? If so, generally speaking (at a high level) a customer issue/ticket might go through a few phases, and I think AI can definitely reshape things:
1. Reporting / logging: AI applications here might be using a chat bot or a voice recognition capability to streamline the process between customer reporting and ticket creation. Instead of for example, an email being sent somewhere, bouncing around, or a human picking up a phone call and typing up the customer problem.
2. Triage: AI applications here might be around understanding the severity or urgency or commonality of the issue, as well as what team or team member should take it on, and automatically flick it to them, again, instead of a human manually checking the queue, reading the ticket, and allocating.
3. Solution development: AI could help support workers by scouring a (constantly updated) knowledge base for historical instances of the same issue to streamline the answer
I hope that is useful. Happy to hear about your specific deal too and offer my thoughts if you think it might help even a bit. Unfortunately I don't have deep knowledge on the industry dynamics or vendor landscape - although I hypothesize that this space will grow in line with broader digital transformation, which is an ongoing trend. As digital adoption continues, adaptors will continue to need support.
from University of Michigan in Bay City, MI, USA