Key characteristics of excellent technical support

    Great technical support is (or should be) a standard expectation when consumers call a company for assistance. But it’s not just a consumer issue. For partners, such as system integrators or value added resellers, not having support from their technology vendor can damage their business by causing project delays or a complete halt in service. […]

      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. […]