Few things are more frustrating to customers than encountering technical difficulties. That’s especially true when it comes to their technology or communications devices. When problems arise, they want quick and easy resolutions to get things back up and running.
Brands that lack the in-house expertise to deliver empathetic, seamless, and proactive support should tap into the proven best practices, AI-enhanced technology solutions, and expert associates of a CX partner.
The right partner can help communications and tech brands strike a balance of people and technology to grow customer satisfaction, reduce wait times, and speed resolutions. Here are a couple things to look for in a CX partner.
Experienced talent to meet customer needs quickly
Great tech support associates deliver answers fast, and resolving issues can be complicated. Associates should have specialised training for the specific type of inquiries they’ll be handing (software, hardware, of electronics, for instance).
A good partner will have systems and processes in place to get associates up to speed quickly with AI-powered training that simulates customer interactions and gives real-time coaching to improve associate performance. Using conversation AI to listen to all interactions lets brands quickly identify what’s working, and what’s not, so they can focus coaching on areas that will drive the most meaningful results.
But technical know-how alone isn’t enough. Tech support associates are often interacting with frustrated customers, so they also must know how to deliver empathetic support and proactively anticipate customers’ needs.
AI-enhanced tools to enable seamless experiences
AI is a gamechanger in tech support; harness its power to work smarter. In addition to improving associates’ training, coaching, and access to information, AI can transform self-service and give brands a deeper understanding of customer sentiment.
A good partner will dive into your customer journey, identify major pain points, and use AI tools to solve them. When AI implementation is customer-centric – as opposed to adopting new technology just for technology’s sake – the results are much faster and more significant.
A partner, for instance, can help deploy AI-enhanced quality and insights to listen to all customer interactions and identify patterns, cull actionable insights, and identify which customers are candidates for upsell or cross-sell opportunities. Uncovering these hidden sales opportunities during service interactions can drive revenue and improve CX at the same time.
Drive results with the right partner
Infusing tech support at any complexity tier with expert customer care drives proven results for communications and technology companies. From startups to enterprises, a good partner will tailor their services to meet your unique needs. As your business grows, it will grow with you, ensuring your support operations are always ahead of the curve.
When tech support associates at one of the world’s largest manufacturers of computer peripherals, software, and video conferencing equipment were taking too long to resolve customer inquiries, a team of TzTEC associates who were trained not only in tech support but also empathetic customer care achieved 90% CSAT, NPS greater than 50, and a first call resolution rate above 85%.
And when a global manufacturer of video surveillance management systems took more than 30 minutes, on average, to resolve tech support inquiries about its cloud-based software, our highly skilled tech support associates decreased average hold time by 93% (to under two minutes) and achieved a 92% QA score.
A tech support partner that specialises in working with communications and technology companies can help your organisation achieve similar results. For more on how to choose the right partner, check out our checklist, “Optimise CX with a tech support partner that checks these 3 boxes.”
