Phy-gital Roundtable: Breakfast Roundup from Germany and Netherlands

02 May '15 | Debjyoti Paul

German Shoppers: Meet Them in the Fast Lane to Phy-gital

15 January '15 | Ralf Reich

Shoppers Will Share Personal Information (But They Don’t Want to be “Friends”)

15 January '15 | Anil Venkat

Modernize or Perish: Property and Casualty Insurers and IT Solutions

14 January '15 | Manesh Rajendran

Benelux Reaches the Phy-gital Tipping Point: Omnichannel Readiness is Crucial

13 January '15 | Anil Gandharve

The New Omnichannel Dynamic: Finding Core Principles Across Industries

13 January '15 | Debjyoti Paul

Technology does not disrupt business – CIO day 2014 Roundup

02 December '14 | Anshuman Singh

Apple Pay – The Best Is Yet To Come

02 December '14 | Indy Sawhney

Digital transformation is a business transformation enabled by technology

01 December '14 | Amit Varma

3 Stages of FATCA Testing and Quality Assurance

06 October '14 | Raman Suprajarama

3 Reasons why Apple Pay could dominate the payments space

18 September '14 | Gaurav Johri

Beacon of Hope: Serving Growth and Customer Satisfaction

05 August '14 | Debjyoti Paul

The Dos and Don’ts of Emerging Technologies Like iBeacon

30 July '14 | Debjyoti Paul

What You Sold Us On – eCommerce Award Finalist Selections

17 July '14 | Anshuman Singh

3 Steps to Getting Started with Microsoft Azure Cloud Services

04 June '14 | Koushik Ramani

8 Steps to Building a Successful Self Service Portal

03 June '14 | Giridhar LV

Innovation outsourced – a myth or a mirage or a truth staring at us?

13 January '14 | Ramesh Hosahalli

What does a mobile user want?

03 January '14 | Gopikrishna Aravindan

Debunking the SMB Myth about Technical Support

Posted on: 16 September '09

In the earlier blog we asked if SMBs can achieve “support nirvana” by retaining focus on its core business and on “shoestring budgets.”

As a matter of fact, most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech support team. The assumption here is that the call volume does not warrant full-time tech support. Engaging a partner is not an easy choice for an SMB, as the partner always wants volume business to provide affordable services.

This is not true anymore. Tech-support is not just for the large companies with hundreds of customers, large budgets, and higher call volumes. In fact, it is often more productive for the SMBs to look at partners to offload their support requirements. The key is in structuring the support operations correctly; and of course selecting the right partner.

In the next few blogs I will take you through the necessary steps to transform your tech support to make your support operations affordable and your customer satisfaction predictable.

I will explain the ways to upgrade tech support operations and the criteria to select a right partner who can help you focus on your core business.

As always, please do share your thoughts and experiences.