Not everyone knows what the true value of technical support is. But without it, we will not survive the digital age. Everywhere we look, technology has already become an integral part of our daily lives.
The rise of the technological revolution
The technological revolution is not a fluke.
The soaring popularity of hand-held devices worldwide immersed us in the mobile lifestyle. This lifestyle introduced a brand new form of media — the social media. This platform enabled us not only to reconnect with others, but also to get updates about the world.
The advancements in technology affected the way we deal with things. When we encounter problems with our gadgets, we try to solve the problems ourselves first. Google calls this as micro-moment. Each time we want to learn, do, discover, buy, or watch something, we reflexively turn to our devices for help.
But not everything on the internet can solve our problems. Sometimes, we need the help of someone who has wide technical knowledge about our gadgets.
What do you mean by technical support?
Technical support aims to help people who have problems using a computer or device. It is available through phone, email, live chat, or by using a special software or extension.
To make it effective, technical support representatives should avoid the use of jargons. In short, they should talk using the simple and conversational language.
Representatives are also responsible for escalating the issue to the development team.
Why is technical support important?
Tech support helps maintain a first-call resolution strategy. You see, it is human nature to seek help when we encounter problems. There is a business opportunity there. When our tech support teams provide top-notch tech support, selling can be easier.
How to improve technical support team?
Tech support teams are like customer care groups. They are the front-liners of after-sales. When they receive customer complaints, they try to cordially handle heated situations until they fix the issue.
StepShot offers some tips on improving tech support.
Teams should always expect that they will encounter tough clients. This is only natural; software bugs and glitches can make clients frustrated. As a business owner, you have the responsibility to provide your tech support teams the “support” they need. Through this, they’ll be able to properly assist your market. Whether updating their knowledge or sending them to various training or trips to raise their morale, always be proactive in helping your tech support teams. After all, they are your brand ambassadors to the eyes of your customers.
Empathize and genuinely listen to the concerns of your customers. Your customers will feel at ease when they know that the person on the other line listens and understands them well.
Offer options where they can resolve the problem on their own. Would that mean we do not want them to call our tech teams again? It is inaccurate for us to say that. Think of it as a calling card. Your tech team is imparting important knowledge to our clients. By doing this, they will remember this period in time. Once they encounter another problem, they will definitely remember to call your tech support.
Methods of giving technical support to customers
We already know and understand the value of technical support to gadget manufacturers. Now, we will get a glimpse of the ways our technical support groups can help our clients.
These days, customers have a plethora of channels they can use to contact your tech team. We will focus on the most common platforms they use for technical support.
Phone. The phone is the most common communication tool used for technical assistance. Many customers feel at ease because they know that they are speaking to a real person on the other line. They trust that the person they are speaking to is an expert who can help them resolve the issue.
Live Chat. Live chat offers real time help to customers. Because of its convenience, many users prefer to use this. It lets them know that they can easily chat with somebody from tech support whenever or wherever they may be.
Social Media. Social media is another effective tool to reach out and listen to customers. It is also an excellent marketing platform to attract new ones.
Outsourcing. It is true that a gadget manufacturer can provide its own technical support to their market. However, outsourcing this service to a third party is the wiser way of saving and using resources.
Do you need some help with your technical support services? Partner with us. Contact us now for more details.