Most Wanted Improvements In Manufacturer Technical Support (Statistics)

Author: IPVM Team, Published on Jun 21, 2018

5 key areas of improvement and 1 clear wanted support feature were voiced by 140+ integrator responses to:

What improvement in manufacturer technical support would you most like to see?

This compliments our Best Manufacturer Technical Support 2018 and Worst Manufacturer Technical Support 2018 reports.

In this note, we explain these 5 key areas and why online chat is an integrator highly desired improvement for technical support.

* *** ***** ** *********** *** * ***** ****** ******* feature **** ****** ** ***+ ********** ********* **:

**** *********** ** ************ ********* ******* ***** *** **** **** to ***?

**** *********** ******* ************ ********* ******* ************ ************ ********* ******* ***********.

** **** ****, ** ******* ***** * *** ***** *** why ****** **** ** ** ********** ****** ******* *********** *** technical *******.

[***************]

Key ********

*********** **** ******** ****** ******** ************ ** **** *******, **** online *********, *** ******** ******** *** **** ******* *****, **** those ***** ********** ****** ** **** **% ** *********.

tech support improvement

Online **** ******

****** **** ** * ******* ********** ****** *** ******** ** all ***** ** ********. ** ****** ********** *** **** *****:

  • *** ***** ********** *******, **** ** *** **** ** **** on **** ** *** ***** ******. **** *** ****** * request *** ******** *********** **** ******* ***** **** **** ** other ******, ****** *** ********* / ********** **** *********.
  • *** ***** ********* *******, **** *** ****** **** ***** ** they *****-**** ******* ********* *****. ********, ******* ******* ** ********** asked ********* ** ********* **** ** ********** *** **** ******** as ******* *** ** ****** *** ****** ******* ** ******** issued.

****** **** *** ***** ** ***** ************ **** *** **** few *****, *** ******* ********. ** ****** ** *** ** continue ** ********.

Improved ****** *** ************

****** * ***** ** *********** ****** ** *** ******** ****** to *** ************ ** ******* *****. ** **** ***** **** simply ***** ********* *** ***** ** ******* **** *******. **** 60% ** ********* ** **** ******** ****** ******* **** ***** or ******* ********, ****** ** **** *********** ******** ****** *** better ********.

  • "******* **** ******* *** ******** ********* *******. ** *** ***** to **** ** **** ** * *****! ***** ********* (*** CALL **** (** * ********** ****** ** ****.)) ***** *-**** technical ******* (*** ***** ** * ********** ****** ** ****.)"
  • "**** ************, ******* ******** *****."
  • "**-**** *******."
  • "****** ****** ** ***** *********** ***** (*********, *******)."
  • "******** ** ******** ******."
  • "*********, *** **** *********."
  • "*************. *-* ***. ** **** **** ******* ** ******* ** an ***** ***'* ****. ****** ** *** ***** ******* *******."
  • "** *********, **** **** ***** (********** **** * **** ** in *** *****) ***** ** ****** *****."
  • "***** ******** ***** *** ***. **** **** ** ** ********* and *** **** ** *** ****. **** *****, ***** *** onsite *** **** *******. **** ****** **** **** *** **** day."
  • "********* ** ********* ********* ******* ******* **** * ***** **** away. ** ****** *** *** *** ******** *** ********** ********. Even ** **'* **** ** **** ** **** **** ***** feeling. *** **** ******* **** ******** ******** **** **** ** service ** *****. ******* *****!!! *** *** ***** **** ****. Several ***** ** **** ******* ******* * ***** * ******** which *** ***** *** ******-****. **** ******-** **** *** ******** too."
  • "****** ******** ***** *** ****** ********* ***** *** ********* **********."

Improved ******/*********** *********

**** *** ************ ** ****** *** *********** ********* ** **** meet ****** *****. ****** ******* ** *********** ** *** ****** felt **** ************* ****** ** ******* ******* ***** **** *** phone ** ***** ** ******* ***** **** ******* *********. ** the **% *** ****** **** ****** *** *********** *****, **% of ***** ****** ** ** ***** **** ******* *** ****.

  • "** **-** ** ****** *** ****** *******. ** **** ** documents *** **** ********* ******** **** ******* ******* **** **** is *** ***."
  • "* **** ********* ** [********* ****], **** ** ******, ****** and ** *****. **** ******* *********** ***** * ***."
  • "******* ************ ** ***** ******* **** ** ** **** ** show **** ****/***** *** ******* **."
  • "***** **** **** ************* ** ******* ***** ******** ***/** *** chats *** ***** ********* *******."
  • "* ***** **** ** *** * ****** *** ** ***** support *** ********* **** *** *** **** * ***** **** but ******* * ********* ******. **** ********* ** *** ******* that, ***** ***** ** **** ** *** ****** ******* ***** tech ******* *************."
  • "**/* **** *** ****** ******** *** ************ ******** ********* ********* and ***** ********. **** *** **** *** *** ****** **** with *** ******* ** ***** *** *** ****** *** ********."
  • "* **** ****** **** **** ********* ******* *** ***-***** **** session *** ** ******** ****** **** ****! * ***** **** and ***** ******** *********** (***** *******, ****** *******, ******* *******, etc.) ***** ***** ******* ****** ** **** ** ****, *** there *** ** ****** ********** ** *** ************. ** *** quite ****. **** ********* ****** **** *** ** ***** ******* avenues *** ************* **** ***** ********* *** ******* ********."
  • "******** *** *** **** **** ****** **** *** ***************. ********'* has * ****** ** ** ** ******** * **** ** Technical *******. * ******-** ***** ** ********* ******, ** ** a *** **** ***** *** *** ******, *** **, ****** support *******, **** *********.
  • "**** ******* ******* ******** **** ************ ********* ******, *** **** put *** ** *******."
  • "***** ** ***** ** ************* *** * ********** ********* ****. Also, ****** * ******** *** ******* *** **** ******** ********. Release ***** *** **** ********. * *** ** ************* *** good ** ********* ******* ******** *** **** ** ********* *** release ***** ** ** **** *** ******/******** ** *** *******."

Improved *** ********** ********* *** ********

*** **** **** ******-***** *********** ** **** ******* *** ****** and ********** ********, ******* ** **** ************* ******* *****. **** than *** ********** ** **** *********** **** **** ********* **** they ****** ** **** **** ***** *** ******* ** ******** than *** ****** **** **** ******* *** ****.

  • "********* ********* ******* *** ******** ** ************ **** *** *** of *** ********. ** *** ************* *** ***** ********* ******* is *** ******.
  • "**** ***** *******."
  • "****** ********* ******, *** ******* **** *********** ******** ******* ***** to *** *** ****** **** ‘***'* ** ****’ **** **** really ***'* **** ****** ***."
  • "***********—*** **** **** **** *** *** ***** *** ******* ********* else."
  • "****** *** ***** ******* *** ********* *********. **** ************* **** people **** ****** ********** *********, *** ** **** ** ******* products, *** ** **** ****** ********** **** ********** *************** ***** we ******* ****."
  • "**** **** *********** ******* *****. ** **** **** * *** of ******* ***** *** **** **** ***** *** ******** **** support **** ** **. ** ** *** **** **** * have ** ***** *** ******* ******* **** **** ***** ******** can *** ****** **."
  • "***** **** *****! * *******'* **** ** ******* **** ******* to ***!"
  • "*'* **** ** *** **** ******** ** *** ********' ********. If ***'** ***** ** ** ********* ******** *******, *** ******** should **** *** ****** ** ****, ****** *** ********* ** a *******."
  • "********* ******* ** *** ********. **** ******* *** ****'* *********** them *****'* **** **** *** *******'* ******* ****. ** *** can't ******* **** **** ***'* **** ****."
  • "*** ************* ***** **** ********* ** ************ ********* ** ***** products *** *** **** *** ************** ** *** *****. *'** had ********* **** ** * ******* **** ***'* ** **** I ** ****** **'* *****, *** * *** ***** ** doing **."

Improved ************* *** **********

* ****** ** *********** ******* ******** ************* ****** *** * commitment ** ********* ***** ******, ******* ********** ** ***** *** escalation ** *** **********. **** *********** ****** **** **** **** agents **** **** ********* ** *** *** *** ***** **** solve ***** ******, ***** ***** ***** **** ****** *** ********** processing ** *** ******* ** * ***** ***********, ******* **** money.

  • "******** ******* ** **** *** ********."
  • "********** ** ******* ****** (*** **********)."
  • "****** *** ******* *** *** ********."
  • "************* ************ *** ********** *********** ********* ******."
  • "****** ******** ******* ********. **** ** ******* *** ***** *** not **** ***** *** **** ** *** *** *** *****."
  • "**** *** ******** ***** ******* *** **, ****** ** *** ability ** *** ******* *************** *** **** **** ****** *** Partner **, **** * *** ** *** ******."
  • "*****, *** ******* *** *****, *** ******* ** ******* ****** but **** *** ** ***** **** ****** **** ***** **** heavily ** ********* **** ***** **** ******* ****** *****, ***** of ****** ***** *** ******** *******."
  • "** **** ********* ** **** ******* ********** ** **** **** about ******* *******. **** *****, ** **** **** **** **** to *** *** ****."
  • "****** *** *********. **** ***** **** **** ** *** *** need ** ** ******** *******. ******* ********* *** *** *** having ** ******** *** ********* ** **** *** **** *** have ** **** * ***** ** *** * ****** *******. I ***** ****** **** ** ********* *******."
  • "******** ****** *** *********** ***** ******* **** ********* *******."

Improved *****-****** *******

***********' **** **** ** *********** *** ******** ****** ** ****** tier **** *******. **** **** **** ****** ** ******* ********, especially ** **** **** **** ******* *** ************-******** ******** ********. Respondents **** **** ***** *** ** ****** ***** *************** ***** with ***** * **** ******* ****** **** ***** ****** ****** tiers.

  • "* ***** **** ** **** ******* ******** ** ********* *****, to ***** ***** **** ** ******* **** ********* **** ‘*** you ***** *** ***** ** ******?’"
  • "*****-****** *******. **'** * ***-***** ****** **** **** *************, *** when ** **** **** **** ******* *******, ** **** ** waste **-** ******* ****** ******* *********** *** ***** ******* ***** troubleshooting."
  • "* ***** **** *** *** ***** * ******* ********* ** be **** *************. ***** **'* ** ******* *'* ** **** engineer **** ** *****’ **********, *** ** ***** **** **** talk ** *** **** ***'** * *****. ** *'* ******* them ** ***, **'* ******* *'** ******* **** *** ************* and **** *'* ******* *** ***'* ** *****. * ***** they ****** **** **** ******** **** *** *********** *********, **** scale ** **** **** ***** **** **** ******* ****'** ******* to ******* **** **** ********* ** **********."
  • "** *'* ********* ** **** ******* **** ***** ** *************** experience *** ***'* *** ** ** ** ********** ***** (****** and **** *******). ** * *****'* **** *** ****** * was ******* ** **, **** *** *** * ** *** certified? *** ***** **** *** ************* *** ** **** ** we ***’* ***** **** ***** ** ** *** ****."
  • "* **** ******* ****** ******** **** ******* *********. ******** ****, ‘Attend ************* *** *** ******** *******.’ ** *******, ******** ** routed ** *** **** ***-***** ******* **** *** ** **** to ***** ***** ****** ** **** ** ******* **** *** actually ****. ** ** **** ****** ******* ** ** * (pick **** ******** ******** *****) ***** *******, ** ***** ** nice ** ** ***** ******** *** ******** ******* **** ********* support ***********.

Improved *****/********* ****/*******

**** *********** ********* ***** ***/** ********* ******* ***** **** ********* of ***** ******* ***/** *********, ******** ***************, *** ******** ***** be ** ********** ** *** ***** ** **** ************ ** person ** ********* ********.

  • "******** ********* ******* ********* ** ******* ****. *** **** ******* and **** **** ** ********** *******."
  • "****** ** *****—** *** ***** ** *** **** ****** **** time *** *** ***** ** **** ******** ********.
  • "**** ** *** ****** ** **** *** **** ******* **** back ********* *** **** *****. * ********** ****** ***'* ** solved *** ** **** *** **** ***** ******* **** **** programmers ** ***** *****. * **** **** *** ******* ** call *** **** *** **** *** ***** *** ***** *'* going ******* ******* ****** ** ******* ** ***** ** * new ***."
  • "******** ** **** ***** *******. **** *** ******* ** **** tech ******."
  • "************ *********** **** ***** ** ******** *** ********** ***** *** larger ******** ***** ** ****."

Improved *******/********/*************

*******, ~*% ** ****** ************ **** ******** **** *** **** thing ************* ***** ** ** ******* **** ******* *** ****** to **** ******* ***** **** *******, *********, ********, *** *************.

  • "**** ** *** ******** *** *******. * **** ******* * big **** ** *** ***** *** **** * **** **. Also, * **** ******* **** * ** *** ***** ****** this ******* *** **** ******** **. *********** ********* **** ** off."
  • "*************. **********. ***** ****** *** ******* ** * ***********-********** ***********. Our ***** *** ***. ***** ***** ** *** ****** ** troubleshoot * ***** ** * *****, *** ********** **** **** a ****** ******** ** *** **** ***** ******** ** * ladder. **** **** ****** *** ***** ‘****’ *******, ** ***** more **** ** ************ * ***** ** *** **** ** run ****** *** ********* ** * ********. **** **** *** when **’* ** ***** ******** *** ***** *** ****** ** snow **********!"
  • "*** ******* ** ****** *** *********. * **** **** *** same ***** ***** ******** *****. ****** *** ** *** ***** to **** * ********** *****. ************* *** ****** ** * bad ***** *** ** ***** **** **** *** ** **** them. ***** *** *******, **** *** *** *********** ****."
  • "******** **** ********* *** ********** ** ******* ******* ******** ** the *****, ************ ***** **** *** ************ ********. * ************ problem ****** ** ****** ** *** ***** ******** ** * replacement *******. **** ******* ***** **** ********* ********* ** *** cost ** ****** * ********** ** *** ***** *************** *** of ***** ********."
  • "************. **** ******* *** **** ****** ****? ** **’* * camera ************, **** *** *** *** **** ** ****, *** many ******* *** *** ******** ** **? *** **** *** manipulate *** */* ******? **** *** *** ***, ** *** tested *** ******, *** *** ****** *** ********* **** ** (motion, *********, ***.)? **** ******* ** *** **** ****** **? Does *** *** ******* **** *********?"

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