Support has been ignored for long by most providers and certainly never been on the innovation radar. And yet, there are some recent examples that show that innovation when applied to support has far-reaching possibilities to address the all-encompassing customer experience paradigm.
It should not be a surprise that business pressures are driving providers to look at support services (as at other services) to drive cost-savings and risk reduction. Survival itself is demanding a renewed focus on service experience and the need to continuously improve support quality and response time. These are conflicting business requirements. And it is interesting that the process has triggered a fresh approach to support and the age-old dull and mundane image is getting a makeover! Support is suddenly being seen as something far more dynamic - an over-arching service that can impact customer experience far more than we all realized.