Support teams are usually the first personal encounter a
customer will have when dealing with a company, therefore, this can
make or break the relationship they may have with each other.
Nuances make the difference: Was the agent knowledgeable? Did he
treat the customer with care? Did the system put too many hurdles to
get support? Is there enough information available? All of these
questions will go through a customer’s mind when gauging the quality
of the support they have received and the levels of satisfaction they feel
after their experience.
Nonetheless, one of the most overlooked factors that drive
customer satisfaction is how do customers get in touch with the
company, and what methods are made available. Should live chat be
used? Or maybe just an email? Would a phone call be the right answer?
Without noticing, using the wrong support channel may lead to a poor
experience, even if the aforementioned nuances have been properly
This is what this research document is all about. By using
modern web technologies such as Ruby on Rails and Node.js, a proofof-
concept application will be developed and put to the test by realworld
users of these systems. By evaluating the results of a test drive
of the prototype application, it will be possible to dig deeper into
customer’s minds and answer the question: will switching back and
forth between methods of support—in this case, synchronous (realtime)
or asynchronous— using an integrated solution, provide a better
experience overall for the customer, depending on its situation?