Many companies make the terrible mistake of not employing a tech support team because to them it is an unnecessary expense. These companies do not realize that they are doing more harm than good. With a trained and experienced tech support team, companies benefit in terms of product development and marketing sales. If you are not entirely convinced and wish to learn more about tech support and its benefits to businesses, then read on.
Understanding Tech Support
Tech support, or technical support, is a type of customer communication that companies use to make it possible for their users to get the most out of their products.
This is possible by phone, email, live chat or knowledge bases. The purpose of tech support teams is to solve technical problems, such as login errors, installation issues, etc. so that it does not have a negative impact on the overall user experience. Computer repair in nj is an example of IT support that helps your business run successfully.
Difference between Tech Support and Customer Support
Now, you may be wondering whether tech support is the same as customer support. No, it is not.
Customer support teams handle unhappy customers that wish to vent their frustrations over delivery or payment issues. These issues are in no way handled by tech support teams.
When it comes to tech support teams, they handle different issues, the kind that prevents customers from using a product or service. Simply, tech support is all about helping customers use your product or service as effectively as possible.
To improve product ownership experience for users, The CMO Council’s study concluded that businesses need to provide better technical assistance and guidance to their customers.
By focusing on providing the best technical support and guidance to your customers, you make it easier for them to use your product. Another difference between customer support and tech support is that first has fewer support levels, while the latter has 5 levels.
The 5 Levels of Tech Support
Previously, if people had a question, they would ask their friends or family. But now, people “Google” it.
This means that if your customers browse the web, looking for answers instead of contacting you, they could get in way over their head. They may come across reviews or forums where people complain about your product or service, in which case it is necessary for you to check out social media, online forums, and the comments section to take control of the conversation, and guide users towards your tech support team to make sure everyone is happy.
The next level of tech support is about enabling users to get the help they need to help themselves, AKA self-service. This is managed through knowledge bases, FAQs and self-help wikis.
With a self-service in place, users can resolve some of the most common issues and queries without any hassles whatsoever.
First Line of Support – Human Contact
Since knowledge bases and FAQs can’t answer everything, this is the line of support where customers talk to someone from your company.
Tech support at this level has a basic understanding of your product or service, but they are not equipped to solve complex issues. The goal for this group of tech support is to solve user problems as much as they can unless they really need to escalate the issue.
Second Line of Support – Complex Issues
When issues are complex, they are escalated to the second line of support. This is where staff with in-depth knowledge provide the necessary technical guidance to help users find a solution.
According to the New York Times, 73% of tech support managers stated that the only reason why the number of complex calls has increased over the year is because users are becoming tech-savvy. Taking this into account, the second line of support has to be top notch, since users are more capable of solving simple problems on their own.
Third Line of Support – Custom Support
The third line of support mostly deals with cases that the pre-support to the second line of support could not handle. They are the last line of defense, responsible for solving issues so complex that it involves custom work from an expert from R&D to solve it.
The Importance of Tech Support
Connect with your Customers
Your web page may represent your company and its goals, but it will never be enough to interact with your customers. One of the most effective ways to make that possible is through your tech support team.
Believe it or not, a tech support team may be the only human interaction some companies have with their customers. For this reason alone, support teams should be given development opportunities and resources to deliver an exceptional user experience. This experience is what could differentiate you from your competition.
Your technical support team could provide you with a unique opportunity to interact with your customers. And if they manage to provide a positive experience, it will only reflect well on your business.
It is a Part of Sales
One of the primary functions of a tech support team is to troubleshoot and answer questions. But these teams can also help your customers become more skilled at using your product or service.
Your support team is directly linked to user success, and the problems they end up solving will positively affect your customers to use your product or service with ease. Due to positive experiences, you benefit from free publicity and repeat sales.
If a person has a positive experience with your technical support team, they will be more than happy to spread the word.
An Opportunity to Exceed Expectations
Customer service is often associated with negative experiences. From pushy salespeople to long hold times, everyone has a bad experience with a support team at one point or another. By building a quality support team, you have an opportunity to exceed your customer’s expectations.
Think of it this way; it costs a lot more money to acquire new customers than to keep existing ones. Keeping this in mind, take all the time you need to build a professional and experienced technical support team for an ongoing business.
Improves Product Development
When a customer has a hard time understanding your product or service, this should highlight an important issue: you need to improve. One interesting thing about tech support is that it can give you the insight you need to improve product development. Basically, you can identify your customers’ needs, and pass their requirements to leadership and design teams. If used effectively, your business can develop a product that meets your customer’s needs, and all it requires is to open the lines of communication.
Now that you know about tech support, how it is different from customer support, and how important it is for businesses to survive, make the most of this information to expand your horizons. It requires a dedicated, trained, experienced and professional team to make sure customers are satisfied, which in turn benefits your business with a positive image in the long run.