Originally it was just meant for resolving customer problems and issues, but due to increasing competition, technical support services outsourcing has now acquired a completely different dimension and that too a more dynamic one. Technical support services outsourcing firms, it appears, are now expected to deliver a lot more than just basic solutions to customer problems and issues in relation to a product or service. In most cases, technical support services outsourcing firms are expected to go that extra mile and provide more value to customers when they make a call to the toll free helpline number or use web-based service channels to contact technical support.
With the new motto being “customer delight”, technical support services outsourcing firms are working hard to achieve the same on behalf of their clients. Most of the successful technical support services outsourcing firms have already achieved those ends by reducing call-waiting time, improving the quality of offered technical support, and reducing support turnaround times. These strategies have been deployed across the entire range of technical support service channels that include phone support, email support, online ticket systems, chat support etc. Naturally, all these initiatives are helping customer support services outsourcing firms to do proper justice to the concept of “customer delight”.