Trends for Tiered Technical Support
Automation & Coordination
Designing and developing one or more courses of action, as much of technical support as possible increases efficiency and availability while reducing incident queues.
Support & knowledge management
When a user query goes up to Level 3 support, the technicians attempt to define the root cause of the problem by looking into code and designs in a lab setting. The technicians may raise the issue with the company to make changes to a product.
At higher tiers, live chats continue to replace a significant portion of phone calls. Offering a live chat option to your customers may prompt them to seek help more quickly, which can promote the positive customer experience.