“In the old times, you devoted 30% of your time building a great service and 70% of time shouting about it. But in modern time, that inverts.”-Jeff Bezos

The boom in the technology has led to the proliferation of connected devices. This increase in number of devices has increased the demand for tech support. Delivering tech support has never been easy, but with the rising customer expectations, it has made the task even more challenging. In order to be successful in the modern era, technology companies and service providers must understand what their customers really expect and work to enhance product value & positive interactions.

One size doesn’t fit all when it comes to tech support. Companies looking for a competitive edge in crowded marketplace need to be updated with the trends that will determine how the technical support will be delivered. Understanding these trends will keep you ahead of the curve.

Customers would welcome Premium Support

What the past says is that most customers aren’t accustomed to pay for their tech support needs. However, since the quality of tech support services has improved, users won’t mind paying for it. As per a survey done by industry experts, 57% customers think tech support is better than it was 5 years ago. One in three users would like to pay for acquiring premium services that offer a reliable and 24×7 support rather than troubleshooting the issues on their own.

Tech Support will be driven by Data

When it comes to customer satisfaction, nothing works better than delivering a personalized experience to each and every customer. 26% users wouldn’t mind companies accessing their user data if it helps in providing a better technical support service. Monitoring user preferences and offering support based on that information greatly helps in delivering a support that customers would definitely like and appreciate.

Since you are aiming to deliver a personalized support to your customers, using chat bots for customer service won’t do any good. 60% of users know when they’re interacting with a machine and not a human. Customers do not find it comfortable talking to a bot and 81% admit that chat bots do not improve customer experience nor respond any faster than a human. Deploying dedicated customer service agents that customers can contact through multiple support channels will only help in improving service offerings.

Customers Want Proactive Support

There are 2 buckets of tech support services. Proactive and Reactive. You fall into either one.

Reactive Support: A customer has a problem, he finds your Contact page, call or email you and then wait for the solution.

A customer has a problem, he finds your Contact page, call or email you and then wait for the solution. Proactive Support: It lets companies answer questions of tomorrow. It means anticipating what possible issue your customer could possibly face and addressing them proactively. This includes self service portals, FAQs, Forums, knowledge base and interactive videos.

Most businesses fall in the reactive bucket, but if you want to really enhance customer experience , you have to go proactive. As per a study, a staggering 87% of users want to be contacted proactively, rather than in a reactive manner. Thus, it is essential that businesses must adjust their support strategies in a context to improve customer experience and help customers get maximum benefit from technology.

Self-Healing Products

For those who do not want to get involved themselves in troubleshooting, it would be invaluable to have products that could automatically fix most of the issues without knowing any technical know-how. The study also found that 57% users want these products which could automatically detect and fix issues without any user intervention.