Complex technologies currently create rich, engaging consumer experiences, but they also create great expectations; customers have more of a need than ever to regularly interact with companies whose products they purchase, and they require thorough customer service. Especially in the electronics industry, real-time premium technical support is increasingly becoming necessary for customers who need help solving a variety of problems. Providing this support is a great opportunity for retailers to improve and strengthen their relationships with customers.
Forrester recently release a report, “The Business Impact of Customer Experience, 2012,” that discusses how companies with scores in customer experience are very likely to gain customer loyalty. It proves that premium technology support is not only a necessity, but it also opens up a place to build positive relationships with customers. Here are a few fairly simple tips that retailers should incorporate into their premium technical support plans, as outlined on by Jordan Socran, VP business development at Radialpoint, on retailingtoday.com: