Resources for your support team.
In my opinion, Customer Support for complex Hi-Tech/Industrial products would be improved greatly with an ๐๐ป๐๐ฒ๐น๐น๐ถ๐ด๐ฒ๐ป๐ ๐๐ต๐ฎ๐๐ฏ๐ผ๐ possessing the following key attributes: 1. Able to interact with customers conversationally2. Understands and acts on customer intent,...
I was recently featured as a guest speaker at the DNXยฎ Venture Webinar - ZERO-TIME SUPPORT A UTOPIA OR WITHIN REACH. The Moderator Eva Nahari asked me the following question that I thought of sharing with you: Question: Is Preventive support...
Technical support cost is 100x greater than that of self-service. It's time to introduce a scalable and effective self-service strategy. Organizations already possess the information within volumes of content to provide resolutions at self-service. They just donโt...
Companies that deliver a superior customer experience also deliver superior revenues โ on average, 4% to 8% higher than their market peers. Fast time to resolution, either through self-service or live support, is an absolute requirement for a great customer...
Majority of support cases created have incomplete information. Imagine the hard work and pain that technical support teams have to go through to piece together case information, perform research and provide resolution to the customer. Thatโs why Customer Support...
Customer effort is an important element of the customerโs experience. The lower the effort, the better the experience. Explaining the problem to multiple customer support agents creates frustration. Thatโs one of the many reasons why companies invest in an Autonomous...
Most customer support cases come from customerโs challenges to deal with installation, configuration, and ongoing product issues. Customers need help across their life cycle of product usage. Investing in Autonomous Customer Support helps companies to provide a great...
When a support agent is not able to resolve a case, the usual path is to escalate to the next tier of support, or send it to a different solution team or send it to one of the โexpert coachesโ. This method increases the time it takes to resolve the customer...
Over the last few years, organizations have tightly managed customer support budgets and headcount. Even though resources have stayed flat, case volume has continued to increase. This situation creates strain on support organizations' ability to provide a great...
The pandemic has exposed many gaps for customer support organizations: technology gaps, service channel gaps, operational gaps, skills gaps, and many more. Investing in an Autonomous Customer Support system helps customers to not only address the technology gaps but...
Delivering a quality response and solution to the customer is AS important as delivering it quickly. This is a classic situation that most customer support professionals are frequently caught in: how can I respond toย customers quickly and with a quality solution....
Customers and end-users are becoming increasingly tech-savvy each year. They can resolve most common issues on their own using search but when they encounter tough technical issues, they turn to technical support. Due to this trend, providing technical support is...