According to the United States Bureau of Labor Statistics, the tech support industry is expected to grow by 8% by 2029.
Along with the industry growing, there are certain trends that are growing as well.
If you want to keep up with other tech support companies, you’ll have to jump on these trends as well.
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Better Customer Service
More and more people are caring about customer service in the tech support industry.
Many people have said that having a good tech support company is the missing piece with all of the agent experience.
When people call tech support, they’re already frustrated that something isn’t working. Having a miserable agent to talk to will only make the issue worse, so people appreciate when the agent is understanding and actually helpful.
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Support Across All Channels
You should also make sure that you offer support on all kinds of channels. You’ll need to offer more ways to reach you other than just phone or email.
Instead, you should offer support through email, live chat, texts, social media, emails, and phone calls. When you use all of these channels, you can offer the best customer service possible.
When you do this, you can help to provide assistance as quickly as possible. You can also streamline the workflow to give some of the best customer services.
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Real-time Help
By offering multichannel support, you can also offer real-time support. Most customers don’t want to send IT to support an email and then receive a response a week later.
Many of the problems they need to be fixed could be impeding their workflow, so they need live help.
If you offer a live chat, you can always have agents ready to help people out. Customers also think that you’re always there to help them in case something goes wrong.
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Personalization
With constant support, you can also make sure that you are giving customers the support that they need.
For example, make sure that any tech support agent has access to everyone’s data. This way they can know exactly what each customer is dealing with.
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Automated Services
Lastly, many companies are offering automated services. This will help you solve more IT issues faster and still offer great customer support.
However, make sure that these automated services offer some personalization so that customers don’t get frustrated. If the automated agent can’t solve any issues, you should make sure it’s passed to a live agent.
Find More Tech Support Trends to Keep Up With
These are only a few 2021 tech support trends that you should keep up with, but there are many many more that you should consider.
We know that it can be exhausting trying to keep up with all of these, but you don’t have to do it alone. We’re here to help you out!
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