The tech support landscape is changing rapidly. To understand the latest trends and their implications, take a look at your customers. Today’s tech-savvy consumers have unique needs and high expectations that redefine how successful companies manage their tech support services.
Most importantly, while consumers may be more technically proficient than ever, the desire for a distinctly “human” customer experience has never been stronger.
Today, when consumers encounter a problem, calling tech support is not usually their first course of action. Smart and savvy consumers feel confident about solving simple problems on their own, often with help from the Internet.
Google searches, product forums, and message boards are natural, intuitive ways today’s consumers resolve their support issues. Most actually prefer to resolve their own tech problems, using their own strategies, on their own timelines.
The proliferation of self-service support, though, has important implications for the tech support landscape. Tech-savvy consumers, who have already attempted to solve problems on their own, come to support interactions with more complex issues and greater expectations.
Rising Consumer Expectations
As you evaluate your tech support environment in light of the self-service trend, ask yourself these important questions:
- What is the impact of the consumer’s self-service support experience on my business?
- When consumers are unable to resolve issues on their own, what do they want from support professionals?
Today’s consumers place significant value on three important aspects of the tech support experience. Are your agents up to the task?
Consumers are increasingly capable of resolving simple support issues on their own, so when they do ultimately call tech support, they are usually coming with more complex problems, requiring a higher level of expertise.
Often, they know what the problem is, but need help resolving it. After expending time and energy trying to solve the issue on their own, the last thing they want to do is spend time on the phone bringing a support agent up to speed.
They want to talk to someone who is already knowledgeable about their issue. Consumers don’t want to speak with “the next available agent.” They want to speak to an expert who will resolve their issue quickly and easily.
Today’s consumers have little patience for inefficiency. They expect prompt replies and minimal wait times. While decreasing wait times and responding promptly have always been support center goals, today’s savvy consumers require that you streamline your support and be respectful of their time.
The longer support calls go on, the more important efficiency becomes. As a caller moves through the process, escalations between support levels must be seamless. Consumers shouldn’t have to repeat details like names, account information, or ticket numbers as they are transferred from one support specialist to another.
Today’s savvy consumers also want personal support interactions with agents who appreciate their history and value as consumers. Returning callers want to speak with agents they’ve interacted with before and who know and understand their particular problems. Personalized support experiences let consumers know that you care about their human experience.
Today’s tech-savvy consumer presents a unique set of challenges to the support landscape. Support Interaction Optimization (SIO) strategies enable you to create a support process that meets demands and exceeds expectations. Smart business leaders know that great customer service is the best way to ensure brand loyalty and future growth.