GoToAssist Corporate White Paper Sample text

The increased complexity of technology has created huge volumes of service interactions populated by customers with low levels of patience and high levels of frustration. Companies are continually investing in technology to streamline problem diagnosis and resolution to help address the rising surge of phone calls, email and Web chats. Unfortunately, SSPA Benchmark Data shows that service levels for both phone and electronic channels have declined in the last few years, meaning current processes and systems are not keeping up with the dramatic volume increases.

An excellent illustration of how complexity is impacting the technology industry can be seen in the way members classify the products they support. The SSPA Benchmark survey asks: How would you describe the complexity of the products that you support?

• Standard. General business products or applications. Requires product proficiency to effectively support.
• Moderate. Increasingly complex products running in a variety of environments. Requires advanced technical and/or business skills to provide effective support.
• High. Complex application and/or operating environment. Requires high degree of technical and/or business expertise.