Innovative Types of Outsourced Technical Support for SMEs

How much does an outsourced technical support cost?

The cost of tech support depends on how long the repair or support takes because many pros charge per hour. But the usual would average around $70-80 per hour

New computer parts, cables, or software will basically affect your costs. But there are other factors such as the complexity of the challenge you’re facing, whether the tech support happens remotely or requires an onsite visit.

For any business that has specialized support needs such as particular product expertise, Magellan Solutions‘ outsourced tech services are the perfect solution.

 

Digitally Innovative Types of Technical Support

Now that we’ve presented you with our pricing, it is time to ask the next question: Do you think anyone would take the pain to stand in a queue to resolve a query or ask a question?

Obviously, not. Especially because of Covid-19.

Furthermore, a current digitally dominant world has reduced the wait time to seconds. Thus no one wants to resort to old-school methods of communicating. 

This is why you can take advantage of knowing more about our offered non voice technical support in different channels.

Phone support

Great for those customers who need to be walked through a certain process, such as learning how to perform a certain action in your software, but may fall short if the request is overly complex and requires further investigation. 

Live chat 

Best for answering questions that can be found on your knowledge base as you will be able to send them articles with steps to follow or if your clients need to reach you for something urgent. But don’t expect to use this for long conversations, for example, if you need to go over lengthy step-by-step instructions.

Email 

Important to exchange sensitive files or complex information, and to keep track of your conversation with your users. Though, it is likely that with this channel, you will spend more time going back and forth to exchange with your customers. 

Social media  

Ideal if your customers are active on the Internet and engage with you frequently via comments or direct messages. However, this medium requires you to be available on your smartphone any time of the day (or have somebody from your support team who is), as customers expect extra-fast answers here. 

A knowledge base

Perfect for clients who do not want to reach out and who appreciate a library of information. This solution does not fit everyone’s needs though. Even the best of knowledge bases may be missing some articles or information, so make sure you offer complimentary channels stated above.

 

Consistency is key for technical support Philippines

Ensuring that all of your channels are on the same page is key. 

Training our support team who work on different channels with the same information will ensure that all are on the same page regardless of which channel they monitor. 

So if a customer contacts your company in any channel of yours, they will receive the same information. As a rule of thumb, an agent who provides email and chats support should also be able to provide phone and social media support. 

An effective multi-channel support strategy can be the difference between increasing customer satisfaction and losing your customers. We will help expand your operations by including multi-channel support. It is probably overwhelming at first, but the rewards you reap will surely outweigh the cost. 

Ready to enjoy the benefits of multi-channel support ? Leave your information below for a quote!

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