Five Strategies to Transform Your Tech Support Offering

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Own the customer

Consumers are reaching out for assistance with the 6.3 connected devices in their homes, including tablets, printers, SmartTVs and more. Become the sole source for solutions by providing device-agnostic technical support service for the entire connected-home ecosystem. This includes complementary products. For example, the customer calls for help with their XYZ brand computer and challenges with their ABC brand printer. Typically, the computer manufacturer will not support the printer, but you can. This provides opportunity to offer an enhanced customer experience and generate revenue.

By employing expert staff members, your customers won't need to make another call to get issues resolved. This presents an opportunity to become the single trusted advisor for all technical issues, earning influence in future buying decisions.

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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