If the company retrains its less-than-helpful call support team, then it could find itself in the top half of standings next year.
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Key takeaways: Asus dropped a few spots this year despite good social media and chat support plus new warranty options. On the other, getting support, whether on social media or via the aging website, requires you to jump through hoops. On one hand, the company's agents are friendly and helpful. Key takeaways: Dell's tech support is a mixed bag. If only the experience wasn't spoiled by a few phone calls. Lenovo laptop owners get a modern, resource-packed website, exceptional social media support and a new warranty option for Legion gamers. Key takeaways: We were pleased with Lenovo's tech support. But while the company’s agents are fast and ready to help, they could use some more training on Samsung’s proprietary software. Key takeaways: Social media, forums, live chat, FAQs, phone and more, if you need tech support, Samsung is there to help. However, the company’s social team could use some work. The company shines when it comes to delivering phone assistance. Key takeaways: Google’s first time in Tech Support Showdown finds the company in a tie for 5th place. Social media agents could stand to answer more quickly. Phone support is polite and can handle most of your queries. You’ll find a wealth of helpful information on its tech support website and YouTube channel. Key takeaways: Microsoft has made marked improvements.
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Still, some of the agents have work to do, learning the ins and outs of the company software 4. The company also offers a solid warranty. Alienware casts a wide net with its coverage, offers tech support over a number of social media networks and an extensive web library. Key takeaways: Alienware made a big splash on its first Tech Support Showdown appearance, placing third out of 12 companies. Alienware Tech Support 2020 Report Card.It’s also time for the company to consider expanding its social media presence to Facebook and Reddit. However, they might not always be the friendliest people to speak to. Apple's tech support agents are speedy and knowledgeable. Key takeaways: When your MacBook’s on the fritz, Apple is ready to assist on Twitter, via live chat or over the phone.
It also keeps track of all your interactions with Razer’s rep in case you need to refer back. Not only did the company provide stellar phone and social support, it also greatly improved its web service, going so far as to add real-time wait times for phone assistance on the site. Key takeaways: Razer is breathing rare air, toppling Apple to take the top spot in Tech Support Showdown.
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