Tuesday July 05, 2016

Why Tech Support Is (Purposely) Unbearable

Tech support, as far back as I can remember, has always been this bad. Can you remember a time when you weren't on hold for at least an hour only to be transferred or hung up on? When is the last time you called tech support for anything and had your problem solved instantly? Exactly. frown

According to a survey conducted last year by the industry group International Customer Management Institute, or ICMI, 92 percent of customer service managers said their agents could be more effective and 74 percent said their company procedures prevented agents from providing satisfactory experiences. Moreover, 73 percent said the complexity of tech support calls is increasing as customers have become more technologically sophisticated and can resolve simpler issues on their own.