Are the needs of the support team different from what customers want and expect?
Organisations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organisations admit they're not proactively aligning their priorities with their customers’ expectations.
Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and priorities and explores how closely they're aligned.