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Using smart solutions to create low-effort, high-value tech support


Tom Jones, Vice President of Business Development at HGS, explores ways contact centers can utilize technologies and the human touch to create better experiences for both customers and agents.

Tom Jones

Article originally published on Smart Customer Service
Written by Tom Jones

Low-effort support should not be viewed as synonymous with lazy.

From a consumer perspective, when a product or service is not working as planned, the idea of having to give a maximum amount of effort to get an issue resolved doesn’t sound all that appealing. And, from an agent perspective, if technology is able to help automate quick issues so she doesn’t have to spend company time and resources to simply tell someone to restart their device, this is a win too.

Smart technologies aren’t intended to or able to fully replace humans. Contact centers are still very much in need of empathetic, friendly, helpful tech support agents who add a personalized touch to customer interactions and put a face and name to a brand. But these solutions make those human agents’ jobs easier by helping them find the right information quicker and get to a resolution with less effort, and that, of course, is good for the customer, too.

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