Tech help desks have a stigma that surrounds them. Long waits. Frustrations. Failures. Calling them is rarely a pleasant activity.
Things will be changing. It isn't necessarily the people that will change but the way that tech support is delivered is in the process of changing to a more user-friendly, cloud-based activity. This graphic by Nimsoft breaks it down nicely for us.
From: Boston Nissan Dealers Via: Automotive SEO
