The Alignment of Customer and Support Expectations

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they're not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? This month's HDI Research Brief, sponsored by LogMeIn, delves into the two groups’ expectations and priorities, and explores how closely they are aligned.