Lakeside Software, the leading IT data intelligence company, has conducted research that reveals the most common and aggravating tech support queries. The report uncovers that hardware problems are the chief culprits, causing a staggering 60% of all support queries, leaving users grappling with system crashes, slow performance, and connectivity issues. Software woes represent 24% of tech headaches, with users often battling installation errors, compatibility issues, and data losses. This comprehensive analysis not only highlights the most frequent tech support challenges but also offers valuable insights into the future of IT support.
Hardware Issues Hit Hardest:
The report reveals that hardware issues dominate tech support queries, accounting for 60% of the total. These include general performance issues such as system crashes and blue screen errors (48%), slow performance (36%), and hard drive reliability problems (15%), along with peripheral connectivity problems involving malfunctioning USB ports (48%) and external devices like keyboards and mice. Additionally, power and booting troubles, including devices not powering on (54%), unexpected shutdowns (9%), and boot process difficulties (37%), are significant, as well as storage and data access issues like hard drive failures (36%), data loss (28%), and difficulties accessing files and folders.
Software Struggles:
Software issues represent 24% of tech support queries, highlighting the significant challenges users face with their applications and operating systems. Users frequently report problems with software installation and setup, such as difficulties configuring settings or activating licenses (25%). Operating system errors (22%) are also common, with users experiencing crashes, error messages, and unexpected behaviors. Data issues, including data loss and corruption (20%), further complicate the user experience, often resulting from software glitches or virus attacks. Software compatibility problems (19%) create additional frustrations, with certain programs not working well with specific hardware or other applications, leading to performance and speed concerns (14%).
Networking Nightmares:
Networking and connectivity challenges make up 11% of the queries, underscoring the critical role of reliable networks in today’s digital environment. Users often encounter router and Wi-Fi connectivity problems, struggling with frequent disconnections (52%) or difficulty connecting to networks. Network configuration and settings issues (27%) are also prevalent, with users facing challenges in setting up their networks correctly or dealing with IP settings and firewall configurations. Internet speed issues (18%) are a concern, impacting productivity and user satisfaction. Additionally, troubleshooting network devices (4%), such as network interface cards and routers, can be complex and time-consuming.
Security Concerns:
Though less frequently reported, security concerns are still important. Users often seek assistance with antivirus software and malware removal (28%), firewall configuration (21%), and addressing phishing and email security issues (17%). General cybersecurity concerns, such as password management and protecting personal information, are also common topics in tech support queries.
Future of tech support - a workplace that knows about problems before they happen:
The research highlights the pressing need for tech assistance. Now, imagine working in an environment where tech issues are resolved before users even know they exist. This is the promise of proactive and predictive IT support. By using data-driven insights, AI can detect anomalies and automatically resolve common issues, significantly enhancing system reliability and performance. This proactive maintenance ensures tech performs optimally through regular updates and health checks that address potential failure points before they become problems. Additionally, AI-driven self-service solutions empower users to fix their own issues, reducing help desk tickets and boosting user satisfaction.
Lakeside Software’s AI-driven SysTrack platform represents the future of tech support, using advanced analytics to predict, prevent, and resolve issues. Lakeside Software's endpoint data collection is unrivalled in scale and frequency - from over 10,000 endpoints every 15 seconds. This data collection capability provides a detailed and real-time view of the IT environment, enabling organizations to gain deep insights into system performance, user experience, and potential issues.
About Lakeside Software:
Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what's going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That's why so many of the world's leading global brands rely on Lakeside. And it's how our customers see an average ROI of more than 250%. Learn how you can get a better view at lakesidesoftware.com. Give everyone a better view.