The majority of inbound inquiries for tech support stem from a small number of call drivers and can be handled effectively with standardized support. For most call centers, ~20% of inbound requests are more complex, though less frequent; these represent the “long tail” of tech support. As the “Internet of Things” becomes mainstream, we will have nearly limitless permutations of personal technology environments. Which means more complex technical inquiries are just around the corner.

1. Tame the Long Tail of
Tech Support & Assistance
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or click here for questions, comments or inquiries

2. The majority of inbound inquiries for
tech support stem from a small number
of call drivers and can be handled
effectively with standardized support.
For most call centers, ~20% of inbound
requests are more complex, though less
frequent; these represent the “long tail”
of tech support.
When these calls are not expertly
handled on a consistent basis, both
your customer and you have
unsatisfactory outcomes.
Declining frequency and commonality of technical support & assistance needs
Monthlycallvolume
High
Low
High volume
of homogenous
calls/requests
(~80% of total
volume)
Medium to low volume
of complex, heterogeneous
calls/requests (~20% of total volume)
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80/20 Rule of Tech Support: Today
Tech Support Inbound Volume & Call Drivers

3. Visit www.plumchoice.com or click here for questions, comments or inquiries
As the “Internet of Things” becomes
mainstream, we will have nearly limitless
permutations of personal technology
environments. Which means more
complex technical inquiries are just
around the corner.
How can you say “yes” to these
customers, reducing risk and reinforcing
the integrity of your brand? And how can
you do so without incurring huge costs?
Imagine if you could even generate new
revenue by handling this 20%?
Monthlycallvolume
High
Low
Declining frequency and commonality of technical support & assistance needs
Greater breadth
of high-volume,
homogenous
inbound
calls/requests
Dramatic increase
in types and volume of complex,
heterogeneous inbound
calls/requests
80/20 Rule of Tech Support: On The Horizon
Tech Support Inbound Volume & Call Drivers in the ” Internet of Things”

4. Your in-scope
technical
support
PlumChoice: purpose-built
for complex technical support
and assistance
Cement Brand Loyalty when you Solve
Complex Support Needs
PlumChoice: Experts in the “Long Tail”
The “Internet of Things” isn’t about things
at all: it’s about services. The “Internet of
Services” means delivering a continuous
service experience for your customers
that’s characterized by excellence. And
that’s exactly what a partnership with
PlumChoice can do.
By partnering with PlumChoice, your
call centers focus on what they do best,
and we add to that by effectively and
efficiently handling the complex 20%.
Monthlycallvolume
High
Low
Declining frequency and commonality of technical support & assistance needs
Visit www.plumchoice.com or click here for questions, comments or inquiries
Create a value exchange with seamless,
consistent, white-label tech support
solutions
 Remove risk
 Minimize costs and create new revenue
 Transform the customer experience

5. Learn more about
Cementing brand
loyalty when you
solve complex
support needs
Case Studies:
Communications provider
boosts revenue by 20% per
customer with premium
support
Retailer improves customer
experience with premium
support
Connect with PlumChoice
• Call 1-866-811-3321
• Visit www.plumchoice.com or Click here
for questions, comments or inquiries
• Follow @PlumChoiceTeam on Twitter or
PlumChoice LinkedIn Company Page
© 2014 PlumChoice, Inc. All rights reserved. PlumChoice is a registered trademark of PlumChoice, Inc. in the United States
and other countries. All other product and company names and marks mentioned in this document are the property of their
respective owners and are mentioned for identification purposes only.
PlumChoice®, Inc. is a white-label services provider that helps top
brands sell and deliver advanced tech support services that redefine
excellence in customer and product experiences.
Fortune 1000 manufacturers, retailers, ISPs and software companies
partner with PlumChoice to deliver highly differentiated customer
experiences to consumers and SMBs through white-label solutions
that support the entire technology lifecycle. PlumChoice helps its
business partners leverage the “Internet of Things” to deliver
exceptional customer experiences that build deeper and more
robust relationships.
The Power of PlumChoice
Email us:
sthompson@plumchoice.com
Call us:
1-866-811-3321