Consumer technology is growing more complicated every day. But supporting it doesn’t have to be complex. In a recent webinar titled, “Driving Call Center Performance with Support Interaction Optimization,” representatives from Frost & Sullivan, Mural, and Support.com discussed how SIO is changing the way support organizations resolve complex issues and ensure customer satisfaction.
F&S webinar Frost & Sullivan principal analyst Nancy Jamison kicked off the webinar with a discussion of analytics. According to Frost & Sullivan research, it’s the fastest growing segment in the contact center, with 6.9% CAGR expected during 2013 to 2018. Yet as rapidly as analytics is advancing, the support agent desktop remains cumbersome.
As technology grows more complex, it’s important to improve agent efficiency and productivity so they can provide support that meets consumer needs without breaking the bank. “Technology is changing at an astounding rate,” said Jamison, citing Frost & Sullivan forecasts that connected devices will grow from 10 billion in 2013 to 50 billion in 2020. The connected home industry is expected to grow from $30 billion in 2012 to $111 billion in 2020.
In addition to the growing complexity of technology, consumers have also changed. They are more comfortable with technology than ever before, and it’s only when they can’t find an answer through self-help channels that they generally seek help from the call center. This means that when they do call, they have already tried to solve the problem and can quickly become impatient for a resolution.
To satisfy this need, agents need better tools. SIO combines self-service, remote support, guided resolution, analytics and performance management applications to deliver highly streamlined and effective support. According to Frost & Sullivan, the SIO market is poised to grow from $1.3 billion in 2014 to $2.6 billion in 2020, indicating a clear trend in the contact center.
Facing these challenges from the front lines, Steve Zimba, president of Mural, discussed his organization’s use of Nexus® from Support.com. “We selected the Support.com Nexus platform as it met our requirements out of the box,” he said. “It’s rare to find a company building great software who has the depth of knowledge Support.com has in our industry, a depth earned through their years of delivering customer support solutions.”
Zimba appreciates that Nexus is secure, lightweight, fast, and easy to configure and use. The solution’s ability to seamlessly integrate with Mural’s CRM application is also critical.
The webinar concluded with Sampath Gomatam, Senior VP of Product for Support.com, discussing how Nexus was built on a history of providing 20,000 support interactions every day. The company’s vision since its IPO in 2000 has been one of simplifying the support experience for people who use complex technology.
Gomatam discussed how solutions like Nexus fill a gap in the marketplace. In the larger support ecosystem, there are many tools for call routing, CRM, ticketing and more. Nexus, on the other hand, optimizes the support interaction itself. The cloud-based SIO solution delivers the right knowledge, guidance, policies and best practices to agents at the right time.
“Nexus is like GPS for agents,” said Gomatam. “It tells agents exactly how to get from the beginning of a problem to its resolution in the fastest, most efficient manner.”
When asked about their biggest customer support needs, 48% of webinar participants noted that agent productivity tools were most important. Another poll question asked how important it is for businesses to deliver effortless customer support across channels. An overwhelming 72.2% answered that it’s “very important.”
Learn more about why organizations are adopting SIO strategies to achieve superior customer satisfaction and outperform the competition.