Future of Tech Support Survey Reveals Early Consumer Sentiment on Artificial Intelligence in Service and Support
12 October 2016 - 11:00PM
Business Wire
Consumers Are Becoming More Cognizant and
Comfortable Interacting with Automated Customer Service Apps and
Chatbots, According to New Support.com Survey
Support.com, Inc. (NASDAQ:SPRT), makers of
Support.com® Cloud software for Support Interaction
Optimization, and a leading provider of tech support and turnkey
support center services, today released a new report uncovering
consumer expectations for more personalized and automated
technology support in the near future. The survey found that while
tech support is improving, consumers have high expectations and
want more intelligent solutions in the next five years.
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View the full release here:
http://www.businesswire.com/news/home/20161012005434/en/
The Future of Tech Support (Graphic:
Business Wire)
The Future of Tech Support survey report tapped consumer
sentiment on emerging artificial intelligence-driven customer
service and support technologies like chatbots and self-healing
products. Nearly a quarter of consumers (22%) said they are aware
when these automated customer service representatives are providing
tech support, and are comfortable with the experience.
The report also found generational differences in consumer
sentiment about the future of tech support. Millennials are driving
the information-sharing trend with the understanding that data in
context helps create a better, more personalized customer support
experience. Data also shows that millennials prefer and are more
open to using automated, intelligent tech support options than
older generations of consumers.
Key findings outlined in The Future of Tech Support include:
- 57% think tech support is better now
than it was five years ago
- 70% expect the quality and convenience
of tech support to improve over the next five years
- 31% of millennials think chatbots
provide better, more efficient tech support; only 13% of older
consumers agree
- 33% are willing to pay a premium for
tech support rather than troubleshooting issues on their own
- 42% are comfortable sharing user data
from devices and products if it enables companies to provide better
tech support; 49% of millennials agree
“Technology support is at an inflection point. In fact,
consumers believe tech support is actually improving and it’s
better than it was five years ago,” explained Alex Poulos, VP of
Marketing and Customer Success at Support.com. “And consumers are
optimistic about tech support experiences in the future. Technology
brands that understand where customers will be in the future and
start testing and deploying intelligent technology support
solutions today can stay one step ahead of their customers – and
their competition.”
Types of advanced support experiences consumers are expecting in
the future include:
- Concierge support: products that
include dedicated customer support representatives available to
assist through any communication channel
- Automated or virtual assistants:
chatbots or voice-activated virtual assistants that provide answers
to tech support questions
- Proactive support: products that notify
consumers in advance about potential issues
- Self-healing products: products that
fix issues automatically without any user interaction
“As the era of artificial intelligence in customer service and
support begins to emerge, the near-term solutions have great
potential to drive more productivity in the fielding and resolution
of customer inquiries,” Poulos continued. “The real power of
artificial intelligence in the future will be to use machines to
learn from even the most complex technical issues and to integrate
data from multiple sources to deliver a personalized, relevant and
one-to-one support experience.”
Support.com surveyed over 2,000 U.S. consumers in August 2016
about their experiences interacting with technology products and
customer support.
To read the full report, download The Future of Tech
Support.
About Support.com
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud
software and services to deliver next-generation technical support.
Support.com helps leading brands in software, electronics,
communications, retail, Internet of Things (IoT) and other
connected technology industries deepen their customer
relationships. Customers want technology that works the way it’s
intended. By using Support.com software and services, companies can
deliver a fantastic customer experience, leading to happier
customers, greater brand loyalty and growing revenues.
For more information, please visit http://www.support.com
or follow us @support_com.
Support.com, Inc. is an Equal Opportunity Employer. For more
information, visit http://www.support.com/about-us/careers.
© 2016 Support.com, Inc. All rights reserved. Support.com and
the Support.com logo are trademarks or registered trademarks of
Support.com, Inc. in the United States and other countries.
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version on businesswire.com: http://www.businesswire.com/news/home/20161012005434/en/
Public Relations Contact:104 West Partners for
Support.comEmily Walsh, +1 720-407-6064PR@support.comorInvestor
Relations Contact:Support.comJacob Moelter, +1
650-556-8595Investor RelationsJacob.moelter@support.com
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