So too is finding and keeping good people. Technical support is a difficult job, and often viewed as less prestigious than systems development. Too often, support organizations invest much time and money training support agents, only to have them leave for other jobs. A Market Differentiator But vendors and resellers who recognize the opportunities in this thicket of difficulties can shine. According to Bruce Benesh, Corporate Marketing Manager for Dickens Data Systems in Dallas, companies that provide excellent customer service have a strong competitive advantage.
Support is a differentiator.
If many companies are offering the same hardware and software, support is a way to separate your company as the solution. But Benesh warns that this arena too is competitive. Just satisfying today's customer isn't enough. They expect that. To make an impression on a customer today, you must exceed their expectations.