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Computer customers left fuming by tech support inadequacies

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4th May 2010
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Two out of five consumers are unhappy with the quality of the external computer support services they receive because providers keep them waiting too long, are unable to fix problems quickly and cost too much.
 
These are the findings of a survey undertaken among 1,000 customers by leadership forum the CMO Council’s Customer Experience Board and computer support provider iYogi.
 
The report entitled ‘Combating Computer Stress Syndrome: Barriers and Best Practices in Computer Tech Support’ indicated that 94% of respondents relied on PCs and other devices in their daily lives, but almost two thirds had suffered stress as a result of their machines malfunctioning. This was despite the fact that 78% considered themselves to be computer-savvy.
 
Donovan Neale-May, executive director of the CMO’s Customer Experience Board, said the research showed that people were “fed up and frustrated with the current ability of traditional tech support mechanisms to solve their problems”.
 
As a result, what was required was a “service revolution, in which the various parties offering support alternatives are rethinking their approach and offering innovative models that address the growing proliferation and complexities of multiple service and device types in the market today”, he added.
 
The study found that three quarters of those questioned had experienced hours of downtime each year, while 40% had experienced days when their machines were out of action.
 
The top five repercussions of such a situation were increased stress levels, interrupted work or play time, the loss of valuable data, dropped connections and difficulties in undertaking online purchasing.
 
While almost two thirds tried to fix their problems themselves, asked a friend or family member to help or simply did nothing. The biggest barrier to getting outside help was cost.
 
When asked to rank third party tech support services, cost was the single biggest influencer in satisfaction terms (43%). This was followed by the skill of support technicians (40%), the time it took to solve problems (31%), staff availability (27%) and wait times for service calls or appointments (20%).

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