Showing Some Support for Tech Support

Showing Some Support for Tech Support

Showing Some Support for Tech SupportShowing 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.

Notable ProgressNotable 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.

Worthwhile Investment, Part IWorthwhile Investment, Part I

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

Worthwhile Investment, Part IIWorthwhile 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.

Allowable AccessAllowable Access

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

Tailor-MadeTailor-Made

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

Personal PreferencePersonal 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.

Quick FixQuick 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.

Point of ContactPoint of Contact

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

Dennis McCafferty
Dennis McCafferty is a contributor to CIO Insight. He covers topics such as IT leadership, IT strategy, collaboration, and IT for businesses.

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