A focus on the employee experience is part and parcel of delivering tech support, says remote connectivity company TeamViewer.
“In fact, 49% of employees say they lose between one and five hours of productivity each week dealing with IT issues and 69% have missed deadlines due to tech disruptions,” TeamViewer said via its website.
The figures come from a hybrid-working survey by services provider Unisys, which you can read about here. In addition, the full report is here.
Also, you can follow up the 69% statistic in this February 2024 study by US services provider Electric.
In January, we reported TeamViewer’s buy of digital workplace management provider 1E for $720 million (£583m).
Accordingly, the vendor wants 1E’s DEX platform to enhance user experience (UX) and IT operations. TeamViewer is developing an end-to-end offering for tackling IT issues.
Adding 1E will cover off capabilities from auto-remediation to remote expert support. TeamViewer also expected solution development with AI.
“In a world where with few exceptions our work relies on technology, surely a frictionless digital experience is the bare minimum?” the vendor asks.
“How often have you finished work and thought your laptop worked flawlessly today? You could probably count [those days] on one hand.”
At the same time as the company works to enhance “proactive IT problem-solving” that supports productivity, it wants to delete all-too-common “digital frustration”. DEX platforms should target this, it notes.
Therefore, the acquisition of 1E could benefit TeamViewer IT services management (ITSM) customers.
Tech challenges and employee experience correlate
“DEX tools focus on enhancing employee experience by monitoring technology usage. They gather sentiment, and automate responses to issues, primarily for internal IT teams,” TeamViewer says.
Because a platform with real-time monitoring and automations targeting DEX can find and resolve IT issues faster, employees can have a smoother experience overall, it suggests.
According to TeamViewer: “Providing seamless digital experiences for employees helps to keep engagement and productivity high. Also, this can increase operational agility and automation, and keep employees secure and compliant regardless of location.”
TeamViewer is the Germany-based maker of enterprise remote connectivity solution TeamViewer Tensor.
( Photo by Brooke Cagle on Unsplash )
