Five Strategies to Transform Your Tech Support Offering

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Adopt an omni-channel strategy

How are your customers reaching out for technical assistance? Phone calls are becoming less common, and email requests are virtually extinct. Meanwhile, social media queries continue to increase. Engage in resolving inquiries in the channel of choice, without dragging customers to offline channels.

And make sure you have a robust self-service offering. We've already seen the dawn of the "digital natives" generation who prefer to conduct all interactions through online or through mobile devices. Most prefer self-service whenever possible. Deliver optimized experiences that enable a seamless escalation to channel-specific assistance when self-service applications prove inadequate.

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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