The Paradox of Slow Customer Support in the Age of Instant Connection

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The thought of instant support at the touch of a button once seemed quite futuristic. Remember waiting for the internet to load, or waiting three days to get pictures developed? That was well and good until technology advanced such that waiting is no longer the norm. Now, we can snap and send a picture in under a minute, and we consider a 5-second internet delay a slow connection. We certainly aren’t in Kansas anymore.

These days, it’s not enough to simply provide a product or service and wait for customers to buy it. The set-it-and-forget-it strategy doesn’t take into account or meet customers’ immediate needs. In an increasingly connected world, meeting customer needs right away is crucial for efficiency and productivity—for customer and company.

In their article, “The Age of Continuous Connection,” Harvard Business Review suggests four “connected strategies” companies can use to establish relationships with customers.

Respond to desire – When the customer has a request, the company responds as quickly as possible to meet their need (i.e. ordering and receiving an item from Amazon Prime in the same day)

Curated offering – The company offers personalized recommendations based on the customer’s previous purchase activity (i.e. Amazon’s list of “suggested products” or “customers also bought…”)

Coach behavior – The company reminds the customer of their needs to drive the customer to action (i.e. an app that reminds individuals when to take medicine)

Automatic execution – The company proactively fills the customer’s needs without being asked (i.e. monthly subscription boxes mailed to your door)

Mastering the “Respond to Desire” Approach Through IT Support

Traditional help desk and ticketing solutions wait for customers to come to them. Service is rarely immediate, and valuable time is often wasted. Customers can end up waiting hours or days for someone to address their ticket. If their problem isn’t solved the first time, they must start the whole process again.

A better solution is an on-demand platform that connects customers to the right support right away. Instead of expecting customers to come to you, why not be available to them first? That’s why we created EVAN.

EVAN is an on-demand support platform that provides companies with the right answers the first time. EVAN is available before problems arise so customers can instantly find help when needed. Qualified IT Pros and support staff are available 24/7 to solve problems so employees can get back to work fast and focus on what’s important.

At the end of each help session, customers can rate their experience so we can continue to meet their needs and sustain the relationship. We want our customers to know they can always rely on EVAN to provide instant help when they need it most.


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