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.
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