Showing Some Support for Tech Support

 
 
By Dennis McCafferty  |  Posted 11-01-2016 Email
 
 
 
 
 
 
 
 
 
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    Showing Some Support for Tech Support
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    Showing Some Support for Tech Support

    Users have indicated that tech support for purchased products has greatly improved over the last few years, and many users believe support will get even better.
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    Notable Progress
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    Notable Progress

    57% of survey respondents feel that tech support is better than it was five years ago, and 70% expect this to improve over the next five years.
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    Worthwhile Investment, Part I
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    Worthwhile Investment, Part I

    33% are willing to pay a premium for tech support, instead of troubleshooting issues on their own.
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    Worthwhile Investment, Part II
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    Worthwhile Investment, Part II

    One in five of those willing to pay a premium for tech support would pay up to $10 a month to do so.
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    Allowable Access
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    Allowable Access

    46% are comfortable allowing a company to remotely access their device data to guide troubleshooting and better inform tech support.
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    Tailor-Made
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    Tailor-Made

    Within five years, more than one-quarter would like to see support that accesses device data to provide personalized/customized support.
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    Personal Preference
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    Personal Preference

    82% know when they are interacting with an online "chatbot" instead of a human, and 81% do not feel chatbots improve tech support or respond faster than live agents.
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    Quick Fix
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    Quick Fix

    57% want to see products that correct issues automatically without any user interaction, and 46% want products with built-in software that uses device data to notify them in advance about a potential issue.
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    Point of Contact
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    Point of Contact

    48% want products with "concierge support"—a dedicated customer service rep who can be contacted via phone, chat, email or social media.
 

A clear majority of customers feel that tech support for their product purchases has improved over the last five years—and even more expect this trend to continue over the next five years, according to a recent survey from Support.com. The resulting report, titled "The Future of Tech Support 2017," indicates that many consumers welcome a number of tech support innovations, such as allowing remote access to their devices to better guide troubleshooting. Survey respondents are also interested in developing advancements here, such as the potential for products that "fix" themselves without any user interaction-as well as those which access device data to provide notifications in advance about a potential issue. However, there's a clear pet peeve here: the dreaded online "chatbot," which few consumers feel do a better job than live, human beings. "Positive consumer sentiment shows that tech support is on an upswing," according to the report. "Most say that it has improved over the past five years and will get even better in the next five years … Brands that identify technology support as a critical role within the entire customer experience have taken that first step in re-thinking how support can impact customer satisfaction and brand loyalty. But they shouldn't stop there. By understanding where customers will be in the future and testing and deploying intelligent technology support solutions today, brands can stay one step ahead of their customers—and their competition." More than 2,000 U.S. consumers took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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