Today’s customers have large expectations, which have actually changed significantly in the past few years. These new expectations are also forcing support organizations to rapidly adjust and transform how they deliver value to their customers.
Support organizations need to move away from the largely reactive mode of operation and become much more proactive and predictive. More than that, support needs to become real-time. They must be available at any moment, with customers having access to experts any time they may need. Everything in a modern support organization needs be interconnected, “always-on” support. It’s no wonder that today, so many are wrestling with developing timelines and strategies for the journey to create the new digital support experience that is being demanded.