Thursday, August 08, 2013

Tailor Customer Service Delivery Methods or Lose ‘Em

With the U.S. tech support market set to grow to $8.25 billion by 2017, according to a new report from Parks Associates, service providers that successfully simplify, tailor and automate their tech support will reduce churn and increase customer satisfaction.

In the report, “The Future of Support: Intelligence Managing Technology” (registration required for download), the rapidly increasing demand for self-help channels in customer service and support among consumers is a shift that service providers can’t ignore. Users are looking for customer service to improve as quickly as the many devices they now use–they are willing to do some of the work themselves, but they want a more satisfactory experience overall. This shift holds the promise of cost savings and increased revenues for providers sensitive to the demand. But it holds the risk of customer flight for providers who fall behind–consumers are more than twice as likely to abandon a mobile or broadband service provider, for example, if they become dissatisfied with customer service, Parks' research has found. Parks sees particular opportunity for OEMs, retailers and digital service providers, noting that the latter are particularly “well situated to capitalize on consumers’ growing support needs.”

The seamless experience that customers want requires of providers, according to Parks:

Scalability: The scope of issues presented and the variety of devices and products supported will become more complicated over time, but the customer service experience must not.

Systems Integration: Not only do providers want to avoid forcing customers into issue escalation, they should also understand that this integration leads to better support of company goals, including new revenue streams.

From the article, "Tailor Customer Service Delivery Methods or Lose ‘Em" by Kachina Shaw.

Next: SMB Tech: Adopting New Technologies May Require Bigger Tech Support Budget
Previous: Telco TV: What's Good for the Goose is Good for the Gander

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