What Does E-Support Mean?
E-support is a general term for customer service and customer support activities that now take place over the Web or over digital systems, where they previously would have taken place on the phone or in person. The growth and evolution of the Internet has facilitated e-support, along with cloud models and other advancements that enhance the abilities of digital service centers.
Techopedia Explains E-Support
Many companies are starting to adopt e-support services, partially for cost cutting. Although some experts estimate that moving to an e-services platform can decrease costs by 1000% or more for every customer interaction, that is not the only reason that companies are moving toward e-support models. Traditional problems with telephone support involve long wait times, labor-intensive models, and the challenge of handling emotional interactions. For many firms, e-support is a great way to mitigate some of these problems.
