Email has long been the go-to communication method in IT service and support, but the reality is that it is not the most available nor the path of least resistance. In fact, email can be costly and inefficient for both the service desk and the end user. One of the biggest issues with email is the lack of detail in the initial request. End users often send vague messages that require back-and-forth communication to gather the necessary information to begin troubleshooting. This not only wastes time, but it also frustrates the end user, who is already experiencing technical difficulties. Additionally, email is not conducive to real-time troubleshooting. The back-and-forth nature of email communication can cause delays in resolving issues, and can even result in the need for additional communication channels such as phone or chat to clarify details. This can result in increased resolution times and decreased customer satisfaction. Another issue with email is the potential for “ping-pong” communication, where the service desk and end user exchange multiple emails without making any real progress towards a resolution. This not only wastes time and resources, but it can also lead to frustration and dissatisfaction for both parties. Furthermore, email can be slow and unreliable. Emails can get lost or caught in spam filters, and even if they do reach the service desk, response times can be slow due to the volume of messages that need to be sorted and prioritized. Although email has been a long-standing communication tool in IT service and support, it’s not always the most efficient or effective means of communication. While some end-users may be more familiar with and comfortable using email, there are now alternative communication channels that are more conducive to troubleshooting, such as instant messaging platforms like Slack or Microsoft Teams. These platforms allow for real-time communication, reducing the need for back-and-forth emails and slow response times. They can also integrate with IT service management tools to provide streamlined issue tracking and resolution, improving both efficiency and customer satisfaction. While email may have been the go-to communication method in the past, it is no longer the most efficient or effective option for IT service and support. By embracing more modern communication channels and streamlining issue resolution processes, service desks can improve their efficiency, reduce costs, and increase customer satisfaction.
