In the Association of Support Professionals 2017 report on the changing expectations of support, Al Hahn highlighted how Millennial behavior was changing the way we must think about delivering service and support. Millennials, born in the connected world, viewed our messy and siloed offerings – our disconnectedness – as barriers to trade to be avoided. The idea of having to call someone to resolve a problem or answer a question, once considered the gold standard of support for which many of us still charge, clashes with their idea of suitable support. Having to identify themselves, explain their issue multiple times, or interact with multiple departments is intolerable to Millennials.
2018 When Fast Isn’t Fast Enough