The Alignment of Customer and Support Expectations

Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations 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, exploring how closely they’re aligned, and providing guidance for supporting both with simple, easy-to-use tools and technologies that are reliable, secure, and efficient. Read this paper to learn more.