To a majority of people, product support implies parts, service, and warranty.
In the early stages, the customers are concerned with only a few aspects of support like spare parts and service. As the market starts maturing, the customer requirements become sophisticated.
Product support has to encompass everything that can aid in maximizing customer after-sales satisfaction. Not only does it include spare parts, warrant, and service. It also includes operator training, parts delivery, maintenance training, serviceability engineering, reliability engineering, and much more.
Many companies fail to come out of the limited view of technical customer support. This results in a lack of synergy between the marketing strategy and product support.
Magellan Solutions 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 some of our strategies in providing outsourced technical support:
Most “bots” are not any form of AI. Rather, they are just a well-scripted & branched logic chain presented in a conversational UI. An example is Facebook messenger.
The bots just leverage the existing knowledge and engage the customers swiftly. A Conversational UI is a great way for businesses to provide tech support.
It is often possible for companies to adopt a product to a service business model as they develop and expand.
In this case, a business sells a product but it is also sold to the customer as a service. This is most often seen in service-based software in the technology world.
For instance, Microsoft offers many software programs that fulfill the immediate need of a customer. All the while, they continue other services like frequent upgrades to the program, customer support, or discounts for add-ons, etc.
Consumer preferences for product service add an additional dimension to the segmentation of the market. In most cases, the bundle of IT outsourcing service varies dramatically from one location to the next.
Several businesses are segregating the market-based product performance and features. On the other hand, only a few are doing so by focusing on the needs of customer service. As a result, certain areas of assistance are overloaded while others are ignored.
IT support is a very important element for your business. You can improve the overall user experience by improving your IT support.
However, you need a lot of resources for delivering good IT support to customers. Thus, you should consider working with a good IT outsourcing service like Magellan Solutions. Our trusted tech support team can provide IT support to your employees and customers.
We have access to the best tools and IT staff. Thus, you don’t need to worry about hiring IT experts for your business.
Furthermore, we will help you in handling your customer queries. This will help you in maintaining a good relationship with your customers.
Contact us today to learn about our IT services and solutions in how we can help improve your business’ user experience.
Contact us today for more information.