Just because you’ve built support options, doesn’t mean they are right for customers. William Culbert of Bomgar explains what you should be checking to ensure your helpdesk customer service is performing.
The age-old saying ‘the customer is always right’ is just as relevant now as when it was coined by Harry Gordon Selfridge, founder of Selfridges, in the late 1800s. Although a seemingly simple concept, the customer journey, and the resulting customer satisfaction, is becoming increasingly more difficult to achieve in today’s digital age. As this continues to become more business critical, support providers should ensure they are keeping the customer journey front of mind at all times, and work to address the challenges raised by legacy technologies, and ever-changing user demands. Read more..