9 Key Changes in the Evolution of Customer Support

HAS YOUR SUPPORT STRATEGY EVOLVED?

The days where companies waited for a customer to call in with a specific problem to get it fixed are long gone. Instead, with customers’ heightened expectations and increasing familiarity with technology, support has a unique opportunity to become more influential in customers’ evaluation of products and, therefore, of the brands behind them.

We at Support.com have highlighted some of the key changes that reflect the evolution of connected support:

– Brands delivering proactive support when, where, and in the form the customer prefers
– Support teams having access to smart, contextual guidance via modern, easy-to-use software
– Support organizations becoming the primary point of contact for upgrading and up-selling customersDownload Full Article:

Support.com, Inc. is a leading provider of cloud-based software and services for technology support. Get Support.com Cloud for your team today or learn more about our Technology Support Services

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[INFOGRAPHIC] Support for Today’s Connected Consumers

YOU CAN’T IGNORE 1,000 CONNECTED CONSUMERS

Here at Support.com, we believe that it is time to disrupt customer support.

After analyzing survey data collected from more than 1,000 heavy users of technology۝ (connected consumers), we came to the conclusion that products need to have built-in support that becomes a part of the overall customer experience with the product, rather than having support be a separate process that takes the user away from what they were doing.

36% of respondents said that more proactive customer service and support that۬ is products that can self-diagnose, or proactively suggesting fixes before a customer encounters a problem would improve their customer experience.۝

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Support.com, Inc. is a leading provider of cloud-based software and services for technology support. Get Support.com Cloud for your team today or learn more about our Technology Support Services

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[Research Report] Customer Effort and the Direct Impact on the Brand Relationship

Hi Jon –

We recently surveyed more than 2,000 consumers to examine the level of effort required at different stages of the customer journey. Key findings confirm the consumer abandonment rate of technology products increases as the customer journey becomes more complex.

Survey results:

– 89% of consumers will return a technology product within a week if it is too difficult to set up – regardless of the price
– Almost 60% expend the most customer effort during the setup & troubleshooting process
– 52% are willing to put some amount of effort into troubleshooting by utilizing tech support
– and more!

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Support.com, Inc. is a leading provider of cloud-based software and services for technology support. Get Support.com Cloud for your team today or learn more about our Technology Support Services

This email was sent to [email removed] If you would like to be removed from future promotional emails from Support.com, please a href=” here/a>. 2016 Support.com, Inc., 900 Chesapeake Drive, Redwood City, CA 94063. Support.com, the Support.com logo, and Guided Paths are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries.