by Jenny Rains
Published on Feb 06, 2013
Customer Technical Support Edition
After a customer purchases a product or service, the accessibility of the technical support staff can be a crucial component in building a company’s reputation and securing a customer’s trust and loyalty. Today, as technologies advance and customer expectations increase, the means by which customers are able to contact a support professional are becoming increasingly diverse. This edition of the HDI Research Corner covers technical support centers that provide support to customers who purchase their companies’ products or services, summarizing the data from 241 support organizations across more than thirty vertical industries, and focusing on inbound contact channel use, metrics, satisfaction, and other practices.