Technical support outsourcing trends in 2013 and their effect in 2014

Technical support outsourcing trends in 2013 and their effect in 2014

OABPO Blog Team Published on December 10, 2013

Technical-support-outsourcing
In 2013, the technical support outsourcing segment of the business process outsourcing (BPO) industry focused more on giving multi-channeled service and developing mobile solutions. In the coming year, these two trends will likely continue and become even more prevalent.

Multi-channeled support

As the use of handheld devices and social media emerged, the public’s demand for alternative service channels and additional service options also grew. Customers today want to receive services the way they want it, when they need it.

Technical-support-outsourcing--

In 2014, expect tech support services to be delivered in these channels more often:

  • Email
  • Real-time chat
  • Video
  • Social media

Mobile-ready support

The year 2013 has been a prosperous year for the e-commerce world because Internet retailers experienced record-breaking sales from massive bargain events. Seeing that a large portion of global consumers conduct transactions via mobile devices, technical support outsourcing firms will most likely continue using mobile tools in 2014.
Tech support apps will be developed, and these will let customers fix tech issues by themselves by watching how-to videos or reading user manuals that are provided by these customer service apps. Providing technical support using a personal device will also be helpful for brands that want to avoid bad publicity from complaints that are publicly posted in their social media pages and official websites.

Conclusion

Customers will continuously choose the platform where they want tech support services to be conducted. And to answer that demand, businesses will provide alternative channels like smartphone apps, which can also be used to tone down negative publicity and make companies more reachable.
Open Access BPO provides voice and non-voice technical support solutions. Visit our website or join us on Google+ to know more about the other services we offer.
 
 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3UZf4i0

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO2 days ago
Making your #CallCenter agents happy boosts #productivity and elevates #CustomerExperience.
Here's how you can make their lives easier: https://buff.ly/3UQvadX

----------
It's #CSweek! Don't forget to express your appreciation to the awesome people assisting your customers. Celebrate the job they do!

Let's build you a well-engaged #outsourcing team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #EmployeeEngagement
Open Access BPO
Open Access BPO2 days ago
It's π—–π˜‚π˜€π˜π—Όπ—Ίπ—²π—Ώ π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π—ͺ𝗲𝗲𝗸, a weeklong celebration of the value of #CustomerSupport and the people who assist customers.

We recognize our people across Open Access BPO's international locations and celebrate them for the awesome work they do.

#WeSpeakYourLanguage
#CustomerServiceWeek
#CSWeek #CelebrateService
Open Access BPO
Open Access BPO4 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO6 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
β€’ staffing
β€’ training
β€’ quality assurance, and
β€’ service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO