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The Alignment of Customer & Support Expectations

The Alignment of Customer & Support Expectations

Organisations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction
is paramount. However, most organisations 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? Recent research by HDI delves into the two groups’ expectations and priorities—according to support professionals—and explores how closely they're aligned.


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