Tools Used to Provide Technical Support

Support organizations have come a long way with the tools used for providing end-user support. In the past decade, support teams have witnessed a cycle involving increased customer expectations, a need to meet increased expectations, and advancements in technology to help support teams meet customer expectations, which, in turn, leads to further increases in customer expectations. As a result, the trends for support's technology use and implementation are constantly changing. So, where are we now?

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