DUBLIN, April 15, 2015 /PRNewswire/ --
Research and Markets (http://www.researchandmarkets.com/research/whw5nl/the_changing) has announced the addition of the "The Changing Landscape for Customer Support and CRM" report to their offering.
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Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today's customers are more anxious and demanding companies when their applications, products, and tools do not work. Solving problems for customers is therefore central to successful CRM strategies and providing a quality customer experience. But effective customer support can be expensive. Companies have to find solutions that will help not only retain customers, but ideally turn them into raving fans, while also keeping costs down.
Solving problems for customers is therefore central to successful CRM strategies and providing a quality Customer Experience. Customers will stay loyal to brands and promote them on social media only if products work well and service is superb. But effective customer support can be expensive. Companies have to find solutions that will help not only retain customers, but ideally turn them into raving fans, while also keeping costs down.
Changing customer support expectations and practices. Customers don't want to wait in queue for a support agent, and they expect detailed explanations to issues. But customers generally dislike escalations and repeat contacts; they prefer first contact resolution. Customers also may insist on being connected to the best agents - experts who can solve problems efficiently, and perhaps with whom customers have previously interacted. Not surprisingly, fewer customers are following the traditional linear step-by-step support paths. Instead more customers are taking non- linear routes like searching on self-service or on social media while chatting with agents in order to obtain the best answers faster.
For more information visit http://www.researchandmarkets.com/research/whw5nl/the_changing
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SOURCE Research and Markets