Since 2006, Cisco Consumer internal research data shows that the percentage of customers using online support has increased from 10% to now over 80%, revealing a decided turn away from telephone support in favor of more streamlined service via E-support. Indeed, market research proves that if consumers needed help with their network they prefer to search online for it, with a recent YouGov survey revealing that 41% would utilize online tools before turning to telephone support. Check out our tools for resolving issues effectively through online support. Which would work best for you?
E-support–Offered worldwide in seven languages (English, French, German, Dutch, Spanish, Portuguese, Italian)
Ask Linksys–Personalized step-by-step solutions and troubleshooting tips generated through customer answers to multiple choice questions
Discussion Forum–Online boards on which customers connect with each other to share tips and compare experiences
Product support pages–A dedicated support page for each product on which technical specifics and related self-help resources can be found
Chat–Discuss technical issues with an agent in real-time who will help to determine the proper solution
Learning Center–Video tutorials that address common home networking issues, such as initial setup, or the benefits of dual-band wireless
All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 1010 adults. Fieldwork was undertaken between 17th – 20th April 2009. The survey was carried out online. The figures have been weighted and are representative of all US adults (aged 18+).