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+).