Smarter Technology in the Home Calls for Premium Customer Support Solutions - Sitel - ContactCenterWorld.com Blog
There are events that are slowly happening in the home environment that will challenge customer service as we know it. These 3 household shifts toward increased technology are fueling the need for customized, personal support that customer’s value.
1: The home is becoming a complex technical network with the proliferation of devices. At last check, the average US household has 8 devices at home. These could be iOS or Android based and of several brands in the home. Currently ISPs. Telco’s and Hardware Manufacturers play in this space.
2: Utilities companies such as gas and electric firms are getting smart. It is not uncommon to have a smart thermostat that regulates temperature in the home or selects the lowest cost of utilities for the home.
3: Home security is getting more modern. People are able to have cameras on doorbells and the ability to monitor their kids when they are away at work. There is a proliferation of devices that are DIY or brand specific and this leaves a service area that is open for grabs.
When you put all of this together in the home environment, there is an opportunity to stream line the customer experience especially when there is a technical issue with any of their smart or old devices.
For many device and software vendors, tech support is an ongoing challenge. Even the best-designed consumer electronics and apps require occasional assistance–or just simply break down—leaving customers frustrated and anxious for a solution. Unfortunately, the cost of maintaining a tech support staff is expensive, and each call comes at the expense of profitability.
If your business is faced with these challenges, it’s time to re-invent your tech support business unit. Seventy – four percent of companies don’t have a well-developed customer experience strategy, which presents an opportunity to gain a competitive advantage by moving to a better model.
Most companies view technical support as a costly, non-revenue generating department. However, it’s a critical customer touch point. Premium Technical Support (PTS) can turn your support team into a profit center. PTS provides more than just improved customer experience and happy buyers–it also delivers bottom-line results.
Harris Interactive reports that 86% of customers are willing to pay more for a product that provides better service. This creates an opportunity to move upward in product pricing simply by increasing the value of post-sale support. The satisfaction of an issue resolved with a Paid Tech Support engagement is far greater than that of typical free support, and consumers are eager to receive the assistance.
Premium Tech Support (PTS) is the future of customer experience. Today we sort out issues in the device…tomorrow it will encompass how to share advice with customers on value add as well as security and well-being in the home.
Publish Date: August 11, 2015 5:00 AM
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