When it comes to IT support, there are many key statistics available to show us exactly how the industry is taking shape. However, it’s not always easy to pinpoint what these numbers mean without doing some digging, which is why we did all that work for you!
Here are some key IT support statistics that can help you determine how to best serve your customers in 2022 and beyond.
Research shows that global spending on devices worldwide hit 4.2trillion USD in 2021, and is set to hit almost 4.5trillion USD in 2022, an approximate increase of 5.1%. And this spend increase is driven by one factor – usage increase.
According to a survey conducted in February 2021, nearly half of the users stated that on average they spent five to six hours on their phone on a daily basis, not including work-related smartphone use. A further 22 percent of respondents said that they spent three to four hours on average on their phone daily, with only 5 percent of users reporting that they spent less than an hour a day on their smartphone.
This sharp increase in smartphone usage and spending has contributed to a need for better and more accessible IT support, and has also influenced the creation of new technologies like the IoT. It has also seen a drive in daily Google searches, with Google getting over 3.5 billion searches daily. (Internet Live Stats)
As of the end of 2020, 18 percent of users reported not limiting their use of mobile apps or services at all, showing a growing need for users to have access to IT support and professional help.
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In the world of business, numbers are everything. And according to research from New Vantage, 97.2% of organisations are now investing in big data and AI.
Additionally, Forbes tells us that 95% of businesses cite the need to manage unstructured data as a problem for their business. What does this tell us? That it’s more important than ever for organisations to manage their data in a way that can be both efficient and secure.
This need for big data management is the key driver behind the huge growth expected in machine learning, AI, deep learning and cognitive computing. It has also driven the usage of the cloud, which is now becoming the de facto standard for data storage, with 45% of businesses worldwide running at least one of their Big Data workloads in the cloud. (ZDNet)
Finally, key big data stats from Reed Smith also show us that cyber scams have gone up 400% since the start of the pandemic. This highlights the growing need for businesses around the world to have access to effective data protection and cybersecurity, alongside better overall IT support and secure cloud technology.
As more people purchase smartphones amongst other devices, and work on these devices for longer, the need for effective IT support has increased – with that need quickly outstripping supply. This means that there is now a greater reliance on companies’ internal IT teams, as well as an increase in demand for IT support services.
According to one survey, almost 54% of all companies use third-party support teams to connect with customers. This is due to businesses’ desire to provide a superior level of customer service and expertise, as well as a lack of internal resources.
The need for good IT support is also influencing consumer behaviour as consumers now expect prompt and effective customer service from companies as standard.
In fact, 70% of consumers have a favourable view of brands that provide proactive customer service, according to Microsoft. But what other features make great customer service according to real customers? Here are some key statistics:
In addition to this, 70% of customers expect businesses to offer the same standard of service across online platforms and physical stores, according to one 2020 study by Suzy.
These statistics show us the key benefits of providing great customer service, as well as how much consumers are influenced by the services offered and the raised standards that consumers now expect within the digital landscape.
However, it also highlights the need for businesses to have access to expert IT support in order to offer excellent customer service, while ensuring that they are secure and compliant with upcoming GDPR legislation too.
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When it comes to helpdesk support, one survey shows that 82% of IT helpdesk customers are most likely to use phone calls as their main communication channel, while further research by Netomi in 2020 shows that 23% of consumers prefer using live chat compared to other customer support channels.
Zendesk also reports that 69% of consumers prefer to resolve their customer service problems on their own before seeking help from agents. This highlights the need for an efficient self-service portal or IT infrastructure to offer a quality customer service.
Finally, the demand for IT support is also impacting how businesses operate – with more and more companies adopting an agile way of working. This means that they have to provide instant responses via all channels, which in turn increases the need for good helpdesk support.
This is not without benefit for businesses that do invest, as for every $1 you invest in customer experience via helpdesks and similar platforms, you can reap a return on investment of $3, according to Sitecore.
As with all industries, the pandemic has had a huge impact on customer service, especially in the IT sector. Whether it’s IT support or helpdesk services, companies are having to up their game when it comes to providing great customer service that meets customers’ expectations.
But what about the impact of COVID-19 on IT statistics?
According to Gallup, three in five employees who are working remotely during the pandemic are looking to continue the setup even after the pandemic. With these heightened numbers, remote working infrastructures become more and more important to businesses, and this is where IT support also becomes important.
Remote workers who lack proper IT support could be putting their companies’ data and business at risk with poor processes and systems, as well as a lack of training. With that in mind, the need for efficient helpdesks is greater than ever before due to an increase in remote employees.
64% of companies are looking to increase automation technology investments as a result of the pandemic, according to further research. So, with the increase of automation technologies, businesses need to ensure their IT tech infrastructure is up to date, and that includes making sure they have appropriate customer service support.
With these IT support statistics, it’s cleathat customer service is going to become increasingly important in the coming years. This makes it more important than ever before for businesses of all shapes and sizes to get on board with improving their IT processes, while ensuring they have excellent helpdesk support too.
At Binary Blue, we offer a range of expert managed IT services for small businesses. If you need reliable, affordable IT support for your business, please don’t hesitate to get in touch!