Redwood City, Calif. – June 7, 2016 – Support.com, Inc. (NASDAQ: SPRT), makers of award-winning Support.com® Cloud software (formerly “Nexus®”) for Support Interaction Optimization and a leading provider of tech support and turnkey support center services, today released a new report analyzing the business impact of customer effort for technology brands.
Customer effort has been gaining a lot of attention recently as a way to assess customer satisfaction and understand its effect on customer loyalty. The Support.com report showed that the consumer abandonment rate of technology products increases as the customer effort exerted in different interactions with the brand becomes too high.
A survey of over 2,200 U.S. consumers explored the levels of customer effort required in different stages of the customer journey from consideration and purchase to setup, troubleshooting and upgrade with technology products. The Customer Effort And The Direct Impact On The Brand Relationship survey uncovered the following key issues and consumer insights:
“The survey findings are a clear call to action for product and service organizations to invest in measuring customer effort and better understanding their customers’ challenges,” explained Alex Poulos, VP of Marketing and Customer Success at Support.com. “It is no longer viable for companies to count on brand loyalty as an incentive for customers to put more effort into a particular tech product or service. No matter how much customers like your brand, they shouldn’t have to work to love your products.
“By taking a deeper look at customer effort during different steps of the customer journey, the report also helps uncover some opportunities to reduce effort and impact the business,” continued Poulos. “For example, with setup and troubleshooting, companies have an opportunity to more proactively connect with their users to provide help and mitigate returns before they happen by employing a personalized and intelligent approach via both agent and self-service customer support.”
To read the entire set of survey data, download Customer Effort And The Direct Impact On The Brand Relationship.
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud software and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com software and services, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about-us/careers.
© 2016 Support.com, Inc. All rights reserved. Support.com, the Support.com logo and Nexus are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries.
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