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Tame the Long Tail of
Tech Support & Assistance
Visit www.plumchoice.com
or click here for questions, comments or inquiries
The majority of inbound inquiries for
tech support stem from a small number
of call drivers and can be handled
effectively...
Visit www.plumchoice.com or click here for questions, comments or inquiries
As the “Internet of Things” becomes
mainstream...
Your in-scope
technical
support
PlumChoice: purpose-built
for complex technical support
and assistance
Cement Brand Loyalt...
Learn more about
Cementing brand
loyalty when you
solve complex
support needs
Case Studies:
Communications provider
boosts...
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Tame the Long Tail of Tech Support & Assistance

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The majority of inbound inquiries for tech support stem from a small number of call drivers and can be handled effectively with standardized support. For most call centers, ~20% of inbound requests are more complex, though less frequent; these represent the “long tail” of tech support.

As the “Internet of Things” becomes mainstream, we will have nearly limitless permutations of personal technology environments. Which means more complex technical inquiries are just around the corner.

Published in: Technology, Business
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Tame the Long Tail of Tech Support & Assistance

  1. 1. Tame the Long Tail of Tech Support & Assistance Visit www.plumchoice.com or click here for questions, comments or inquiries
  2. 2. The majority of inbound inquiries for tech support stem from a small number of call drivers and can be handled effectively with standardized support. For most call centers, ~20% of inbound requests are more complex, though less frequent; these represent the “long tail” of tech support. When these calls are not expertly handled on a consistent basis, both your customer and you have unsatisfactory outcomes. Declining frequency and commonality of technical support & assistance needs Monthlycallvolume High Low High volume of homogenous calls/requests (~80% of total volume) Medium to low volume of complex, heterogeneous calls/requests (~20% of total volume) Visit www.plumchoice.com or click here for questions, comments or inquiries 80/20 Rule of Tech Support: Today Tech Support Inbound Volume & Call Drivers
  3. 3. Visit www.plumchoice.com or click here for questions, comments or inquiries As the “Internet of Things” becomes mainstream, we will have nearly limitless permutations of personal technology environments. Which means more complex technical inquiries are just around the corner. How can you say “yes” to these customers, reducing risk and reinforcing the integrity of your brand? And how can you do so without incurring huge costs? Imagine if you could even generate new revenue by handling this 20%? Monthlycallvolume High Low Declining frequency and commonality of technical support & assistance needs Greater breadth of high-volume, homogenous inbound calls/requests Dramatic increase in types and volume of complex, heterogeneous inbound calls/requests 80/20 Rule of Tech Support: On The Horizon Tech Support Inbound Volume & Call Drivers in the ” Internet of Things”
  4. 4. Your in-scope technical support PlumChoice: purpose-built for complex technical support and assistance Cement Brand Loyalty when you Solve Complex Support Needs PlumChoice: Experts in the “Long Tail” The “Internet of Things” isn’t about things at all: it’s about services. The “Internet of Services” means delivering a continuous service experience for your customers that’s characterized by excellence. And that’s exactly what a partnership with PlumChoice can do. By partnering with PlumChoice, your call centers focus on what they do best, and we add to that by effectively and efficiently handling the complex 20%. Monthlycallvolume High Low Declining frequency and commonality of technical support & assistance needs Visit www.plumchoice.com or click here for questions, comments or inquiries Create a value exchange with seamless, consistent, white-label tech support solutions  Remove risk  Minimize costs and create new revenue  Transform the customer experience
  5. 5. Learn more about Cementing brand loyalty when you solve complex support needs Case Studies: Communications provider boosts revenue by 20% per customer with premium support Retailer improves customer experience with premium support Connect with PlumChoice • Call 1-866-811-3321 • Visit www.plumchoice.com or Click here for questions, comments or inquiries • Follow @PlumChoiceTeam on Twitter or PlumChoice LinkedIn Company Page © 2014 PlumChoice, Inc. All rights reserved. PlumChoice is a registered trademark of PlumChoice, Inc. in the United States and other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only. PlumChoice®, Inc. is a white-label services provider that helps top brands sell and deliver advanced tech support services that redefine excellence in customer and product experiences. Fortune 1000 manufacturers, retailers, ISPs and software companies partner with PlumChoice to deliver highly differentiated customer experiences to consumers and SMBs through white-label solutions that support the entire technology lifecycle. PlumChoice helps its business partners leverage the “Internet of Things” to deliver exceptional customer experiences that build deeper and more robust relationships. The Power of PlumChoice Email us: sthompson@plumchoice.com Call us: 1-866-811-3321

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