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Not everyone knows what the actual value of technical support is. But without it, we will not survive the digital age. Technology has become an integral part of our daily lives everywhere we look.
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 — 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 issues ourselves first. Google calls this a micro-moment. Whenever 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 with vast technical knowledge about our gadgets.
What do you mean by technical support?
Technical support aims to help people with problems using a computer or device. It is available through phone, email, live chat, or special software or extension.
To make it effective, technical support representatives should avoid jargon. In short, they should talk using simple and conversational language.
Representatives are also responsible for escalating the issue to the development team.
Why is technical support necessary?
Tech support helps maintain a first-call resolution strategy. You see, seeking help when we encounter problems is human nature. There is a business opportunity there. When our tech support teams provide top-notch tech support, selling can be more accessible.
How to improve the 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 handle heated situations until they fix the issue cordially.
StepShot offers some tips on improving tech support.
Teams should always expect that they will encounter challenging clients.
This is only natural; software bugs and glitches can make clients frustrated. As a business owner, you provide your tech support teams with the “support” they need. Through this, they’ll be able to assist your market correctly. 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 in the eyes of your customers.
Empathize and genuinely listen to the concerns of your customers
Your customers will feel at ease knowing 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 essential knowledge to our clients. By doing this, they will remember this period in time. Once they encounter another problem, they will 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 many 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 they are speaking to a natural person on the other line. They trust that the person they are talking 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 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
A gadget manufacturer can indeed provide technical support to its 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.
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