Looking to partner with a company? Choose one with high employee engagement

    Over the years, I’ve noticed the type of impact engaged and passionate technical support employees can have on business partnerships. And I’ve come to realize that, more often than not, the level of support one business receives from its partner plays a major role in the type of ongoing relationship they have. I believe there’s a simple reason this […]

      4 signs you’re partnering with the right company

      Are you fully engaged with your customers? According to Gallup, which has conducted thousands of interviews over the years with B2B companies, only 13 percent of customers are fully engaged in their business relationships. This is a revealing and somewhat alarming statistic considering engagement level is a true indicator of how well companies work together. […]

        3 technical support statistics that will change how you do business

        You shouldn’t dread calling technical support. It should be a pleasant experience that’s relatively fast and painless. Unfortunately, that’s not always the case for many professionals. Here, I’ll look closely at a few telling statistics that show how and why people want to work with companies that provide world-class service. Furthermore, I’ll evaluate why taking […]

          Why the best technical support treats you like a person and not a number

          At one time, it wasn’t unusual for companies to place more value on meeting customer service metrics—such as time on call, first call resolution, adherence to schedule, abandon rates and average speed of answer—than the type of experience customers had when speaking with support specialists. However, those days are quickly vanishing if they haven’t already. […]

            Rethinking technical support: Why some companies focus on offering great tech services

            People always (or at least should) expect great technical support when they call a company for assistance. Unfortunately, some businesses – despite years of customers yearning for it – still fail to provide consumers with high quality service. Take, for example, a recent Aspect Consumer survey of 1,000 Americans between the ages of 18-65. The […]

              Why you should work with a company that has well-rounded technical support

              FAQ pages, online instructional guides, phone support, videos, live chat and call support. What kind of technical support do your partners offer? If they provide some (or even all) of these choices, they’re on the right track to offering well-rounded technical service. However, many are likely not at that point just yet. These support tools […]