Tech Support

Enterprise Service Desk of the future

Enterprise Service Desk is a gateway for customers, employees and partners, to resolve queries related to the services provided by a company, to find answers to their problems, and much more.

Analytics, Automation, Digital Technology, Tech Support, Customer Experience

How AI , Analytics, and Automation are revolutionizing Customer Support

 

Tech Support

A Successful Bimodal Tech Support Model

The bimodal tech support bridges the gap between the old and the new. This blog post will explain about a successful bimodal tech support model. Today, the market has become collaborative as opposed to being a competitive market in the past. Products that come out in the market have to...

Tech Support

Challenges in Bimodal Tech Support

Bimodal IT is the practice of managing two separate, coherent modes of IT delivery, one focused on stability and the other on agility.

Analytics, Tech Support

The Role of Speech Analytics in Tech Support

How many of you know that when you call a tech support agent, your conversations are recorded? If the tech support service is bad, you might get irritated and might raise your voice to show your dissatisfaction. The agent on the other end of the phone would understand that you are...

Analytics, Automation, Tech Support

Zero Touch Support

Imagine you are driving your car in the highway. Your wife calls you on your mobile phone; and as you are driving, you are not able to pick up the phone and answer her. You have two options now to talk to your wife

Analytics, Tech Support

Delighting Customers with Social Media Analytics

Today, enterprises have the mandate to deliver delightful customer experience throughout the product lifecycle to retain their customers. Fostering positive relationships with customers is possible only if an enterprise can exceed customer expectations. Social media has played a vital...

Tech Support, Thought Leadership

Optimised supply chain management for tech support enterprises

In the era of bimodal tech support, tech support firms need to have a strong digital strategy to future proof their services to cater customer demand. One such strategy is reducing cost through Optimised supply chain management. I have already written a blog on "Adjacent service strategy"...

Tech Support, Thought Leadership

Adjacent service strategy for the millennial customer

In my previous blog, I had mentioned that bimodal tech support is the game changer in the tech support world. IoT is taking the world by storm. This gives OEMs an opportunity to build positive relationships with customers post purchase by delivering extraordinary after sales support that...

Tech Support, Thought Leadership

Bimodal tech support - the game changer

Michael Johnson was once called the fastest man in the world. The track superstar had an unorthodox style of running with a stiff upright position accompanied by short strides, unlike other runners who ran with their bodies bent forward accompanied by long strides. It’s a unique running...

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