Showing Some Support for Tech Support

By Dennis McCafferty  |  Posted 11-01-2016 Email

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 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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