Why eSupport?
eSupport with a Human Touch
But even with all the advantages of eSupport, it is important not to lose sight of the criticality of providing the human touch as well.
The web isn't the right solution for every person and every situation. Some people need—or even, just want—a personal response, so call center services play an important backup role for customers who want to pick up the phone and talk to a live human being. Others may find that interactive chat will satisfy the need for immediate, live feedback.
The call center will also still be important to handle unique customer situations or for new problems that haven't been seen before. What is important is that these questions and solutions get captured and incorporated into the knowledge base for future inquiries. Live interaction, even though more expensive, may actually be your preferred method of interacting where the personal touch is required to complete a sale or encourage a complementary purchase.
Leading-edge companies are differentiating themselves today with web-centric support services: interactive, customized, browser-based technology with call center backup for new questions that haven't been asked before or for the occasional human touch. These sophisticated services offer numerous opportunities for delivering a superior support experience, the kind that will keep your customers coming back.
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