For the past couple of weeks, we’ve been having an issue with our home wifi router crashing every few days. It wasn’t annoying enough to deal with because a quick reboot cleared things up and everything went back to normal for a while. Last night things came to a head when the kid’s 100th streaming of The Lego Movie repeatedly *gasp* dropped out.
I set off to fix this issue “once and for all” and immediately spent about an hour searching the internet for a solution. Quickly I made my way through a handful of banal and generic FAQs, all of the stale support site content I could digest and ultimately found myself elbow deep in the morass of dense community forums. After spending too much time paging through all of the “me too” responses and “close but no cigar” solutions, I finally gave in and called tech support to resolve my issues.
The call was a fairly typical one and as an experienced support adventurer, I deftly made my way through the 9 levels of IVR hell. Avoiding the dead ends, infinite loops and pitfalls designed to trip me up and send me back to the web at every turn. As a reward for my bravery and agility, I was granted a 15 minute wait on hold with some killer 80s synth pop which is clearly intended to melt my brain and make me forget why I was calling in the first place.
Once I finally reached an agent, I was exhausted, only to find that I needed to retrace ALL OF THE STEPS I went through online for the agent. My support journey, to this point, was completely stateless and the agent had to repeat many of the same steps to try and resolve my issue. At about 90 minutes into our journey, I say our journey because we’re both in it to win it at this point, we finally had a breakthrough and roughly 15 minutes later we had rolled back the firmware that had caused my problem. Bam! Problem solved.
Improving The Support Journey
My recent experience is emblematic of problems that exist across the support ecosystem and affect companies of all sizes. Don’t get me wrong, at ANSWR, we love tech support agents but also realize that the entire support journey can be a broken and fractured experience for both the consumer and the agent. This void, at the intersection of support and customer experience, is what drove us to create ANSWR.
By empowering consumers to help themselves and enabling better agent support through data, we can bridge the gaps in the support journey together. By making the support journey stateful and automating improvements to the process, we break down the barriers that create a stressful experience. By focusing on reducing customer support effort we increase customer and agent success.
These are the things that we are passionate about and drive us to improve the support journey everyday. Not just for the consumers but for the agents as well.