“The growth opportunity for our customer support function was in providing proactive, predictive support. Delays or machine downtime can be costly for customers so being able to predict when a service call or replacement part is needed and scheduling an appropriate time for maintenance with a client is critical. Our goal is to resolve an issue before the client is aware it exists,” says Justin Russell, General Manager, Solutions Business Group, Customer Support Asia Pacific Operations at FUJIFILM Asia Pacific.

In an era when customers share opinions easily and publicly, expectations run high, and alternative choices are just one click away, the support function is more important than ever. Customers expect answers to their questions and solutions to their problems from the first person they reach, the first time they make contact. They also expect quick, expert, and consistent answers and solutions regardless of the device or channel they’re using to make that contact.

Meet those expectations, and you can turn disgruntled customers into loyal brand ambassadors or frustrated employees into happy, productive workers. After all, customer support shouldn’t be a challenge—it’s an opportunity to develop relationships and cement your reputation. That boosts customer loyalty and, ultimately, drives future revenue.

Expectations are growing among employees, and IT leaders should realize they need to provide robust tech support for both corporate-owned and personal mobile devices used under a bring your own device (BYOD) policy. However, a recent IDG survey of IT leaders found that most recognize they are not fully equipped or prepared to support mobile devices.

Although 84% of survey respondents believe their company’s current support for mobile device users is sufficient, nearly all (87%) believe they need more support technologies, tools, and staffing. In a word, this expansion is necessary to keep up with the growing importance of mobility for business activity.

Technicians don’t want to be handcuffed. They want (and need) fast and easy ways to connect to any end user’s device to stay on top of tickets and feel satisfied with a job well done. End users depend on IT to be there if anything goes wrong. To feel fully supported when working remotely, they need a lifeline to IT support, just as they had in the office. Two words: business continuity. Remove business disruptions with a remote support solution that allows IT to quickly resolve issues across channels, platforms, and geographies.