Judy Ferrell from Verizon expressed at yesterday's loyalty summit the importance of making an online support presence highly available and easy to use. A vital aspect of her site is a forum, with a great deal of material and assistance that's provided by users themselves. Of course not all users are contributors to this type of resource. But to search a forum for help on issues, or Google a product for user-submitted reviews, is proof that our younger generation does care. They just show it differently. So should these technological dependencies bring about a need for us to worry about the future of support? Or should we embrace these transformations and harness what it offers? Or both?
Your friendly guest blogger,
Director, Customer Support and Rollout