Picture this. You’ve recently subscribed to new software, and now you’re having issues synchronising your data and information to start using it. Unable to find answers online, you pick up the phone to contact customer support, only to be faced with an automated voice menu… or to be put on hold indefinitely… or to be told that an IT specialist will get back to you within three to five working days.
When their problems are more routine than the above example, customers are quick to search for a solution online – contacting customer service is the last resort.
