It’s Time to Change the Technical Support Status Quo
July 24, 2014
July 24, 2014
Improving the customer experience is rated as a top priority by customer service executives. What sounds simple in theory can become challenging in practice and this limits the creation and deployment of customer experience initiatives. As customers are increasingly taking more control over the relationships they have or choose to continue with brands, companies must develop better practices for serving them. In fact, recent research from IBM found that 66 percent of executives consider customer relations as a key source of sustained economic value.
One of the areas that can make or break customer experience is technical support. Although many companies provide contact center services for technical support in-house, if it’s not a core focus of the business, they are achieving less than stellar results. Even so, many companies are slow to put muscle behind improving the customer experience—despite the fact that they recognize its potential value.
In a recent Forrester blog post, Megan Burns, one of the firm’s customer experience analysts, shared a conversation she had with a client who was frustrated that the executives at her company talk about customer experience often, but have done nothing to improve it. When the client asked Megan why, she used this analogy:
Evaluating the Choice to Outsource Technical Support
There are many benefits from choosing to outsource a service that is not based on your company’s core expertise. The first would be that the expertise needed to provide technical support is core expertise for the vendor. The right vendor will have the experience, industry knowledge, processes, and methodology to take your technical support services to higher levels from day one. The vendor is also accountable and has a laser focus on satisfying the key performance indicators (KPIs) that translate into added value and sustainable advantages for your business.
During your evaluation, it’s important to consider both the internal and external benefits that your company should derive from the collaborative relationship established with your outsourced service provider.
Internal Benefits should include:
External benefits should include:
There are many reasons to outsource your technical support services to a qualified vendor, but to gain the results important to your business, the move must be a strategic decision that will provide added value—both internally and externally—that your in-house operation is not currently providing. Choosing to change the status quo will not provide the value it should if it is only based on displacing cost. Truly changing the status quo for technical service should provide value based on a sustainable customer experience delivery model.