Summary
Forrester's "A 10-Point Checklist For Innovating Tech Customer Support" report for technology marketing professionals includes content that is highly relevant for eBusiness professionals in the technology sector. Technology products have unique support requirements because they require extensive knowledge bases to solve specific problems about complex products, frequently in a tiered environment. Online customer service channels have strong potential to deliver tech support. For example, peer–to-peer support has proven to be effective to meet support needs while augmenting knowledge bases. Newer online support channels such as chat, co-browsing, and video can transform how live tech support engages with users. Mobile devices have the potential to revolutionize where tech support is available. Tech marketers have the opportunity to change customer support from "cost center burden" to "brand value opportunity," thereby making technical support a key brand differentiator for technology companies.
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