Five Strategies to Transform Your Tech Support Offering

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Move to paid tech support

Most companies view technical support as a costly, non-revenue generating department. However, it's a critical customer touch-point. Paid technical support (PTS) can turn your support team into a profit center. PTS provides more than just improved customer experience and happy buyers – it also delivers bottom-line results.

Harris Interactive reports that 86 percent of customers are willing to pay more for a product that provides better service. This creates an opportunity to move upward in product pricing simply by increasing the value of post-sale support. The satisfaction of an issue resolved with a paid tech support engagement is far greater than that of typical free support, and consumers are eager to receive the assistance.

For many device and software vendors, tech support is an ongoing challenge. Even the best-designed consumer electronics and apps require occasional assistance – or just simply break down – leaving customers frustrated and anxious for a solution. Unfortunately, the cost of maintaining a tech support staff is expensive, and each call comes at the expense of profitability.

If your business is faced with these challenges, it's time to re-invent your tech support business unit. Seventy-four percent of companies don't have a well-developed customer experience strategy, which presents an opportunity to gain a competitive advantage by moving to a better model. In this slideshow, global customer care provider Sitel reveals five strategies for transforming your tech support offering to not only enhance customer satisfaction, but also increase ROI.

 

Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

 
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