Nowadays, when customers need assistance, they don’t pick up the phone. Well, not the *old* phone. They pick up their smartphone, open up Twitter, and send a tweet to the brand that they want to talk to.
What’s the difference?
In the past, complaints and concerns were aired in private, through 1-on-1 calls between customer and support agent. But today, technology like social media has made it possible for customers to air out their grievances and complaints in public, thus making it critical for brands to invest in outsourcing to deliver better and faster support to their customers.
Speed – that’s what customers want in the digital age. If you can’t deliver fast service in today’s fast-paced world, then customers aren’t going to be waiting for you.
If you want to learn about which trends in tech support can help your business thrive in 2019, check out the infographic below.