Customer Connect Blog
Rethinking customer support in a connected world
Your Truck Rolled Over My Margin

An on-site visit is an instant hit to your margins. A second technician visit may even put you in the red for that customer. The more visits required to solve a single problem means the customer’s level of irritation increases making the job of the technician that much more difficult costing you money and not […]

“Language” is the problem when a new technology hits the mainstream

“Language Alignment” – If you’ve been working in the support world for any length of time, you already know what I mean… you may even have let out an audible groan. When you don’t have eyes on the problem, language itself becomes part of the problem. The phrase “Lingua Franca” has come to mean a […]

It’s not a sale until the customer decides to keep it

Success can actually drive return rates higher for companies that are not prepared to support new purchases. Generally speaking, marketing campaigns focus on sales conversions without considering post-sale problems. In the age of online shopping and the Internet of Things (IoT), the new final stage of the sales cycle is the point at which the […]

The People’s Republic of Tritanopia

If the agent had a way to securely receive an image sent from the customer’s cell phone, the problem would have been revealed. The yellow wire was where the white wire should be and vice versa. But the agent didn’t know that, and neither did the customer. After a few tries at the same instructions […]

It’s Time to Open Your Eyes

From the ancient stories of Perseus and the Graeae to the modern CIA’s Stargate Project, humans have longed for the ability to see far away places and events in real time. The dream of remote viewing is as old as humanity itself. Now that we are all walking around with what is essentially a full-blown […]

Free Forrester Research Report: Transform The Contact Center For Customer Service Excellence

This is the last of our free research reports by Forrester. The link won’t last forever so be sure to click on the thumbnail to download your copy now. Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester’s contact centers for […]

Free Forrester Research Report: 2017 Customer Service Trends

Support.com is happy to supply this free research report by Forrester. The link won’t last forever so be sure to click on the thumbnail to download your copy now. In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer […]

Visual Engagement Drives Relationships And Revenue For Customer Service

Download this free Forrester Research Report Support.com is happy to supply this free research report by Forrester. The link won’t last forever so be sure to click on the thumbnail to download your copy now. Why Read This Report Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through […]

Personalized Customer Support: A Look Inside Intelligent Data Synchronization

During a customer support call, don’t make your customers tell your agents information that you should already know. It seems like a simple mandate, but many companies are still struggling to make support delivery a painless, personalized experience that gets customers to resolution as fast as possible. In my blog post from October, Make Your […]

CES 2017 – Spotlight on the Future of Tech Support

Every year in January, Las Vegas plays host to one of the largest trade events in the world — the Consumer Electronics Show (CES). This global gathering of consumer technologies draws more than 175,000 people to look at the latest and greatest in tech offerings. Products range from new and improved home appliances to incredible […]

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