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The Future of IT Support: What Will Next-Gen Tech Support Really Look Like?


The Future of IT Support

Executive Summary

  • Technological advancements are all around us, and IT support is no exception, with new tools and apps being developed all the time.
  • In this article, we’ll take a look at some specific tools and tactics which businesses might use in the future to make IT support faster and easier than ever.
  • IT support options of tomorrow might include increased remote support, advanced automation, chatbots with artificial intelligence, and more.


What does the future of your business look like?

Whatever the answer, one thing is sure: you’re going to need rock-solid IT support as the world continues the paradigm shift to digital.

With that thought in mind, we wanted to cast our minds forwards a little bit and consider what might happen in the future for IT support.

Will we be delivering on-site IT support for our new robot overlords? Hopefully not… but let’s see what else we can expect.

Streamlined automation via machine learning

Let's start with one which, hands in the air, might sound a little bit buzzwordy – but there are some solid fundamentals here.

In plain English, automation is the process of taking smaller, more repetitive tasks and having a digital solution take care of them for you. Machine learning, on the other hand, is the process by which a computer might look at a problem, recognise it from the past, and be able to propose a solution. You probably already have some level of automation in your day-to-day tasks already, so it’s not much of a stretch to imagine where this tech could go in the far-flung future.

Thes two technologies really go hand-in-hand because machine learning will be able to observe the processes of an IT support team and identify areas which could be automated to make it easier for them and more efficient for the client – so everybody wins!

Much greater focus on cybersecurity

If you’re a regular on the Get Support blog, you’ll know that we’re strong believers in the importance of solid cybersecurity.

As we approach a digital future, this aspect of the work we do will become even more important. That’s why we’ve invested in new technologies such as Endpoint Detection and Response (EDR) platforms which react dynamically and pre-emptively to potential threats. In this way, we’re able to provide IT support before issues occur. If that’s not futuristic tech support, we don’t know what is!

If this is all new to you, be sure to check out our coverage of the SentinelOne EDR platform and discover how it could future-proof your business.

Virtual face-to-face IT support

If you’ve visited any of the big online retailers since 2020, you might have noticed a new feature for ecommerce: face-to-face video sales agents.

Just like walking into a store, this tool allows customers to click and button and have a company representative appear on their screen to answer questions and walk through products with them.

With the world becoming a much more digital place, it’ll be no surprise to us if IT support also starts to include a bit more facetime. And with lightning-fast mobile internet solutions rolling out via the 5G network, it won’t be long until we’re able to communicate (and solve IT support problems) in real-time from practically anywhere in the world.

Omnichannel IT support for maximum flexibility

If there’s one thing the digital boom has taught us, it’s that we like flexibility.

From working to shopping, we want to be able to choose our experience – and the same goes for IT support.

“Omnichannel” support really just means that the methods of contacting a company for IT support will grow and expand. This might mean social media, telephone, video call, text message, WhatsApp, on-site text chat… and much more.

It’s really about providing options, and there’s no doubt that the IT support industry is set to embrace this culture too. In fact, here at Get Support, we already work with our partners to make it as fast and simple as possible to get in touch with our team whenever you need us.

Want to get on board with the IT support tools of today?

While tomorrow is very exciting, much of it is still a way off. But that doesn’t mean there aren’t plenty of advanced IT support options for businesses to leverage today. In fact, here at Get Support, we package up a whole host of these in our IT support agreements – and they can be yours for a low monthly price.

Want to learn more about our IT support offers and how they could transform your business? Call our team now on 01865 59 4000 or fill in the form below.

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