How Does Tech Support Help In Improving User Experience?

How-Does-Tech-Support-Help-In-Improving-User-Experience-Product-based businesses, particularly those that produce technology products, can go a long way if they have tech support services.

Why?

People usually purchase a product to make their life easier and faster. The use of mobile phones, for example, allows a person to communicate, execute certain tasks like online shopping, play games, and a lot more.

Now, just imagine the frustration that a user could feel if the mobile phone suddenly stopped working due to glitches, user issues, or any other technical problems. Such mishaps limit — or even stop — him or her from utilizing the gadget to its maximum capacity.

Not everyone has technical knowledge that would allow them to fix the issue. Most of the time, they would need someone’s help. While knowledge bases, FAQs, online forums, and social media posts can help them determine and solve minor problems, it doesn’t give an assurance that it can solve all user concerns.

If by all means, the customers can’t solve their predicament, chances are high that they would stop using the product and look for another brand in their next purchase.

The inability to deliver positive user experience can be very expensive. You will not only lose customers and revenue, it can also leave negative implications to your image.

That is why every product-based businesses must invest in a technical support team that would handle complex issues and give their customers valuable experience when using their products.

 

Improving user experience through tech support

Tech support has a direct impact in creating memorable user experience.

In a business journal that Gallup has published, they had analyzed customers’ problems and their resolution experiences, as shown in the infographic below:
Problem Resolution Statistics

The Gallup report revealed that not all customers receive near-perfect resolution (only 16 percent does). This means that many businesses still lack in providing good technical support.

The same report revealed that users appreciate if a business gives them value and trust. Each person should be treated as a real person with real emotions, not just someone who will add up to a business’ statistics. This means to say that empathy works best. And while compensation also works, it doesn’t reflect the sincerity of an organization at all.

When a business provides excellent tech support, they also help their users get the most out of their products. It affects their overall user experience — a crucial factor that determines whether they will be loyal to a brand or not.

There is a potential for growth in each technical issue that a user report. It provides valuable insights to a business by pointing out their weaknesses.

Tech support is beneficial to both parties. As product users solve their problems, a business can identify the weaknesses of of its products through valuable insights a customer provides.

 

What makes an effective tech support?

An effective tech support goes beyond problem resolution. This means that a business does not only strive to resolve the problem but it uses the right approach when dealing with each issue to give users a memorable experience.

Listed below are pivotal elements businesses should always remember when providing technical support:

Empathy and patience

Frustrated product users have the tendency to vent out their annoyance to technical support representatives. Well-trained tech supports, however, understands that this is only natural. Instead of moping, they handle it with utmost professionalism — assuring their callers that they will do everything they can to resolve the issue.

Customers should feel that they are getting undivided attention. Technical support should be viewed as a human interaction — like a friend offering help — rather than a technical challenge.

Ease and efficiency

Time and convenience matter a lot. Majority of customers likely prefer a fast and effective approach when resolving their issues. Companies, therefore, should make sure that their problem resolution (troubleshooting, etc.) methods require only minimal effort. They also need to omit the use of technical jargons to avoid confusion.

Whenever possible, they also need to do it fast without compromising the quality of support they are giving to their customers.

Optimism

Showing optimism during moments of distress  is the best way to earn a customer’s trust. It guarantees users that everything is under control. Staying calm also makes the entire process resolved quickly.

Accountability

Accountability means taking responsibility to promises a business gives to its users. It gives assurance to users that each time they request tech support, they will receive courteous assistance from a knowledgeable IT professional.

 

Levels of tech support

The level of technical support a company provides depends on the severity of the issue.

Take a look at the image below.

Levels of technical support

Pre-support

Easy access to internet makes it more convenient to users to simply search answers to their concerns online. Thus, it is important that businesses keep tab on online forums, exchange of information using social media channels, and the like. Whenever possible, they should also try to join online conversations and leave relevant answers to queries about their products.

Self-service

Sixty-seven percent of respondents prefer self-service over speaking over phone when addressing their concern, a recent survey revealed. This is simply because it’s more convenient.

A business knowledge base and FAQs section play a critical role in self-service. Thus, organizations should always update their knowledge base. Provide all necessary information that answers general queries. When product users see the value of a business website because of its content, chances are high that traffic will also increase.

1st line of support

When a customer can’t find the answer they are looking for through self-service, their next option is to call a tech support. First line of support usually deals with common and basic technical problems. It doesn’t require the service of an agent who have an extensive knowledge on a product.

Businesses can record and analyze each call to determine common queries that are not in their knowledge base yet. Afterwards, they can add it in their FAQs to make it more comprehensive.

2nd line of support

This level requires the assistance of a tech support representative who has in-depth knowledge regarding the product. Problem resolution might take some time in this stage because both parties need to have a thorough understanding of the issue before proceeding to the actual process of resolving it.

3rd line of support

When a user reaches this level, this means that the technical problem he or she is experiencing is too complicated. Usually, they need the assistance of an expert or someone who knows the product so well. There are also instances where custom work is needed to resolve it.

 

Common tech support channels

Businesses can utilize different types of channels to provide support to their customers:

Common tech support channels

Phone, email, social media, ticketing system, and real time chat or live chat are the most-used channels. Businesses can use one of it, a combination, or everything.

Businesses should consider the channel most of their users prefer so they can capitalize on it. On the other hand, using all channels allow their users to use whatever is convenient for them.

 

Improving tech support services

Every business can have their own strategy in strengthening their technical support team. It depends on the nature of their business, their products, and target market.

There are some factors, however, that businesses should always remember:

 

  1. Choose the right technical support team. The performance of a tech support team is critical to a business’ overall success. The way each member handles a technical issue determines whether a customer will have an excellent user experience or not.
  2. Everyone in the team should know the product inside out. This way, they can give the necessary support a user needs.
  3. Offer simplified problem resolution methods.
  4. Implement self-service options on a business website.
  5. Make communication easier to users.
  6. Use the appropriate channels when dealing with customer concerns.
  7. Participate in online conversations that is beyond your website or social media accounts. Product users, for instance, use forums to address their concerns.
  8. If possible, upsell and cross-sell products and features to customers. However, businesses should remember to make this strategy sound like an alternative solution to their user’s predicament. It it sounded sounded like a profit-making tactic, it can only make customers shy away from dealing with the company.
  9. Gather valuable insights from customers. Since they are the end-users of the products, they can offer useful feedback that can help businesses improve their product better.

 

However, there are some underlying factors that avert businesses from providing the needed technical support to their customers.

While big companies have enough resources to manage an excellent tech support team, small and medium businesses (SMBs) don’t. The lack of manpower who have sufficient technical knowledge is another factor that hinders businesses from providing effective tech support to their customers.

But this limitations should not stop SMBs from giving support to their customers. When hiring a technical support team is beyond their budget, they can instead hire a service provider or outsource their tech support to a reputable call center or BPO company.

This method is a cost-effective approach that would help them improve their problem resolution rate and at the same time, keep their expenses at bay.

 

What to look for in a tech support provider

Tech support service providers should not only be viewed as providers; they are a business’ partner for growth.

That is why when businesses outsource, they need to do it smart.

Here’s a list of things that businesses must keep in mind when entrusting their tech support to an outside party:

 

  1. Identify the tech support can company that can provide the best service. This company should be reliable — one that has been in operation for years and at the same time, has proven track record in delivering excellent tech support.
  2. It is better if that company has a 24/7 call center to ensure that the tech support will not miss out any emergencies or sensitive technical cases.
  3. A business should choose a BPO company that has the same or identical culture, beliefs, and values.
  4. Determine the technical support services a company provides. Businesses should choose a company that offers them exactly the type of service that they need.
  5. It is also important to know the recruitment, hiring, training, and team management processes of a BPO company.
  6. Compare the cost of tech support services in each BPO company. It should reflect on the quality of service they provide.

 

For businesses that aim to improve their user experience rating as well as their products, technical support is a must.

If you are in need of a good support team that can help you craft memorable user experience, contact us now!