Product-based businesses, particularly those that produce technology products, can go a long way if they have tech support services.
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 a positive user experience can be very expensive. You will not only lose customers and revenue, but it can also leave negative implications for your image.
That is why every product-based business must invest in a technical support team that would handle complex issues and gives their customers valuable experience when using their products.
Tech support has a direct impact on creating a 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:
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 someone 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 reports. It provides valuable insights into a business by pointing out its weaknesses.
Tech support is beneficial to both parties. As product users solve their problems, a business can identify the weaknesses of its products through valuable insights a customer provides.
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, understand that this is only natural. Instead of moping, they handle it with the 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. The 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 jargon to avoid confusion.
Whenever possible, they also need to do it fast without compromising the quality of support they are giving to their customers.
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 means taking responsibility for 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.
The level of technical support a company provides depends on the severity of the issue.
Take a look at the image below.
Easy access to the internet makes it more convenient for users to simply search for answers to their concerns online. Thus, it is important that businesses keep a 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.
Sixty-seven percent of respondents prefer self-service over speaking over the phone when addressing their concerns, a recent survey revealed. This is simply because it’s more convenient.
A business knowledge base and FAQ 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 tech support. The first line of support usually deals with common and basic technical problems. It doesn’t require the service of an agent who has extensive knowledge of a product.
Businesses can record and analyze each call to determine common queries that are not in their knowledge base yet. Afterward, they can add it to 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.
Businesses can utilize different types of channels to provide support to their customers:
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.
Every business can have its own strategy in strengthening their technical support team. It depends on the nature of their business, its products, and the target market.
There are some factors, however, that businesses should always remember:
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 these 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.
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 smartly.
Here’s a list of things that businesses must keep in mind when entrusting their tech support to an outside party:
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!
Contact us today for more information.