Transforming traditional tech support

One reason tech support has often been viewed as separate from, rather than complementary to, other aspects of customer experience (CX) is that the issues addressed are typically seen as requiring technological solutions rather than emotional engagement. Additionally, technical support agents are often perceived as needing a different skill set compared to those handling other components of CX.

However, irrespective of whether an issue pertains to a product, device, billing, delivery, or account management, a positive resolution ultimately impacts the customer experience in the same way — by reinforcing or enhancing it.

When tech support is considered an integral part of the broader CX framework, the approach transforms significantly. It ceases to be a reactive, costly service and becomes a proactive strategy for generating revenue and gathering insights.