Innovation is key in today’s world. But what good is innovation when there are no takers? Customers today like to embrace new technologies as they come but only when they are convinced that the products are user-friendly and that the products have the ability to reach support when they need it. Research is now showing that voice support is no longer the preferred channel of support. In fact customers hate being put on hold when they call a customer support center. A number of support options through various channels and media are available to customers and customers prefer reaching for support through support videos or social media. Despite the fact that support is available one way or another, companies are focused on a new mantra – keep things simple.
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