The typical American begins his or her day by checking a mobile phone. After that, people may turn on the TV, fire up their laptop and strap on a wearable device. Electronic products are everywhere, and the companies that manufacturer tech goods and supply digital services need to be ready for an increasing number of consumer questions – especially as queries become more technical.
Unfortunately, the International Customer Management Institute found companies providing technical support consider themselves not operating at peak efficiency, according to The New York Times. Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness.
Clearly, many customer care centers in consumer electronics, internet service and other digital industries could stand to re-evaluate their operations. A larger – and smarter – consumer group calls for new support solutions.
“The average U.S. citizen is much more familiar with technology than they were 20 years ago.”
The new consumer
The ICMI survey discovered 73 percent of tech support managers believed questions and problems were becoming more complicated. The average U.S. citizen is much more familiar with technology than they were 20 years ago, and agents need to be ready to communicate with novices and experts.
Each product and digital service is different, so businesses need to recognize where their call centers currently fail to meet expectations. Forbes shared advice from Adobe’s director of customer success who said new strategies should begin by examining existing customers. The key to increasing resolution rate is to observe the most successful agents and monitoring conversations for repeated questions and common concerns.
Without unique insight, The New York Times said companies may try and force a square peg into a round hole. For example, companies may try to make agents more available by limiting interaction times, but this just causes communications with consumers to be cut short to meet deadlines.
Thinking outside the box
New problems may call for a new set of eyes. If a business doesn’t have the data solutions necessary to evaluate tech support activities, a third-party customer relationship management process specialist can ascertain quality and devise strategies for current evaluation and future training.
It may also be wise to outsource certain back-office services or care procedures. Grand View Research reported the outsourced consumer care services market is expected to grow 5.2 percent annually between 2014 and 2020. As electronics and other modern products create more complicated questions, businesses need solutions to simplify and streamline care procedures.