Five Strategies to Transform Your Tech Support Offering

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Improve the customer experience and increase loyalty

Fifty billion devices will be on the Internet by 2020, and rapid technological innovations sometimes translate to steep learning curves and disappointment. Each of these painful experiences erodes customer satisfaction and brand loyalty. It's critical to maintain a clear channel of communication with customers through these challenges.

With the increasing dependence on technology, excellent technical support is critical in enhancing customer experience and maintaining loyalty. Quality technical support is just as important as the quality of the product itself. Technical frustrations can quickly result in a poor reputation, customer erosion and, consequently, lost revenue. Yet a positive tech support experience can produce repeat buyers.

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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