Email Preferred for Cloud Support

Email preferred to voice for IT cloud support – Auxilion survey

05 November 2014

Dublin, Wednesday, 5th November, 2014: Cloud computing users would prefer to contact IT support by email rather than phone call according to a study by Auxilion, the Irish owned cloud services company. The survey of almost 50,000 service incidents and requests to Auxilion’s global service desk headquartered in Dublin from January to October this year found that 84% of help desk requests are made by email, well ahead of phone calls (12%) and web (4%).

The findings were announced to mark the presentation of an ISO20000 award to Auxilion support service operations. “ISO 20000-1 is the international standard for quality management specifically focused on IT service management. This is the latest in a series of awards which Auxilion has won and will boost our ability to compete for domestic and export cloud support business across the public and private sectors,” commented Karl Howley, Chief Commercial Officer, Auxilion.

Commenting on the findings of the survey Howley added, “It is no surprise that many of today’s offices are so quiet. Even in situations where often complex communications is required, email is the business language of choice. This is also good news from our perspective as it emphasises the business importance of avoiding downtime on your network.”


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