HDI Support World: Humanizing Remote Support, Harnessing AI, Elevating Empathy & Preparing for Training Deals
This week’s HDI Support World newsletter explores the intersection of technology, AI, and the human touch in modern IT support — while offering a sneak peek at upcoming HDI Training deals.
The issue opens with practical guidance from Matt Beran and Stephen Ng, who break down how IT professionals can make remote desktop support feel natural rather than intrusive. Their approach emphasizes transparency — narrating actions, getting consent at each step, and treating screen-sharing like entering someone's “digital living room.” The goal: transform remote control into a collaborative, trust-building experience.
Next, Thomas Wilk shares a top‑ranked case study demonstrating how AI dramatically improved service desk efficiency. Faced with ticket overload and an overly complex 19‑form submission process, one company simplified its system and implemented AI-driven categorization. The result? More accurate routing, clearer distinction between incidents and requests, and automated identification of missing knowledge articles — showing how AI can enhance service quality and reduce chaos.
The countdown of HDI’s most-read stories of 2025 continues with Doug Tedder’s reminder: stop treating tickets like transactions. His message calls for re-humanizing support by using customers’ names, practicing active listening, and asking thoughtful questions. Every ticket represents a person who needs help — and empathy remains the foundation of meaningful service management.
To close, Ginette Andre teases early Black Friday deals coming to HDI’s training lineup on November 17. With virtual and online training discounts on the horizon, IT pros can prepare to use remaining 2025 budget wisely or kick-start 2026 with essential certifications and professional development.
This newsletter offers a powerful balance of technical insight, human-centered service strategies, and professional growth opportunities — a perfect blend for today’s evolving support landscape.