Technology is dominating the customer support front, but customers will taking nothing less than a seamless, personalized experience.
For customers, a seamless experience means an advanced level of agent support coupled with tech to enable quick self-service.
So the challenge for most businesses today is to implement a balanced, cost-effective way to assist customers and still meet their expectations.
And Shift Left thinks it has a remedy to your problems. This is an approach that comes from software delivery.
To Shift Left is to better the quality and affordability of the development process of a procedure by initiating vital functions, like testing, as soon as in the early stages.
Shift Left and Its Role in Tech support
This approach is vital for a company’s tech support. It is based on the principle of making resources more accessible to customers, naturally resulting in a quicker and more convenient process.
It goes beyond self-help or automatic web responses by increasing the accessibility of support agents and your knowledgebase to customers.
In a nutshell, it streamlines the customer service process by blending the speed and convenience of digital systems with agent intelligence to offer the quickest and warmest experience ever.
This new strategy powers tech support vendors to satisfy the changing customer needs for better services. One critical role of the Shift Left approach is to eliminate silos in a company to enable firms and customers to work together towards quality improvement.
In a Shift Left setting, a tech support firm restructures its customer handling and engagement process.
Convectional tech support systems involved some form of trial-and-error, or an analysis, to spot and fix the cause of a problem. This happens in the background before a remedy is issued. In contrast, firms that Shift Left will have eliminated the silos between the professional and the customer leading to a smooth and honest problem resolution.
Lastly, this strategy not only concentrates on dealing with arising issues but intends to identify the cause of a problem and tackle it.
Because a provider’s aim is to deliver technical support and a client is after seamless support, a Shift Left approach offers a win-win situation in the following ways;
- You move expertise and knowledge near the customer, reducing problem resolution time.
- Seamless CX— your customer experience will improve when your customer service gets better.
- Cut on costs — automating certain processes is an excellent way to reduce costs without compromising the quality of support.
Lastly, you offer a time-saving problem-solving strategy that will help reduce the number of tickets you have to deal with.
Do you love the idea of “Shifting Left?” Well, don’t forget to implement carefully— and step by step—to ensure a smooth transition.
Author Bio: Blair Thomas has been a music producer, bouncer, screenwriter, and for over a decade has been the proud Co-Founder of eMerchantBroker, the highest-rated tech support merchant account provider in the country. He has climbed in the Himalayas, survived a hurricane, and lived on a gold mine in the Yukon. He currently calls Thailand his home with a lifetime collection of his favorite books.