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What is the role of tech support in light of customer support outsourcing?
However, not every business that offers customer support will offer tech support.
Nowadays with the conversion to digital business, technical competency is much more mainstream. Customers want to have a great experience with your organization. They are interested in partnerships that go beyond the initial purchase. They want to know that you understand their goals and that you can help them accomplish them.
Choosing to outsource both supports to Magellan Solutions would give not only you but also your customers a better experience.
But does one weigh more than the other?
What is Technical Support?
Department of Labor and Employment in the Philippines describes the job as such:
“A Technical Support Representative is a person who provides answers to questions from customers regarding use and trouble-shooting of equipment, usually over the phone. It can either be for hardware, software, use or application of different pieces of equipment, from home appliances, to commercial equipment to industrial machinery.”
Technical support (tech support) is a term that refers to a variety of services that firms give to their consumers in relation to goods such as software, mobile phones, printers, and other electrical, mechanical, and electromechanical devices. Technical support services are often provided to consumers to assist them in resolving certain frequent difficulties rather than offering training on how to utilize a particular product.
Technical assistance is often provided over the phone, over email, via instant messaging (IM), or through the use of specific software or software extensions that the user may use to contact tech help directly from their computer. They are well aware with the products for which they give assistance and are well-versed in their fields of expertise.
Having technical support service is essential
When discussing its significance, it is impossible to overlook the following points:
- When dealing with anything that involves computers and information technology peripherals, a complete and thorough solution to technical challenges is required.
- When dealing with technological challenges, the technical support staff demands a different degree of competence and attention than the rest of the team. The help desk is hence distinct from a generic assistance desk.
- It is based on the concept of combining technology with human interaction, and the agents who work there combine their technical skills with the autonomy of the support culture to achieve success.
In any skilled field, you simply must have technical skills in order to do the job.
For instance, we would not want a surgeon with limited ability performing surgeries nor would we want a technically incompetent mechanic repairing our aircraft engines.
Similarly, it’s absurd to suggest that a company should hire IT personnel first because of their customer service skills with the idea that they can learn the technical skills on the job.
Designing, maintaining, and supporting today’s complex networks, servers, applications, and desktop systems properly requires well-trained and experienced individuals. Technical skills come first.
Having to outsource customer support services is just as critical as tech support
Customer service and other collaborative skills are as important as technical support skills.
Magellan Solutions’ innate people skills are what allow us to succeed in our niche and your business. Thus, technical skills may come first. But these skills only serve as the first part of the equation for career success in IT.
In many of today’s best-known and most successful organizations, it’s your technical skills that will get you the first interview. It’s your collaborative skills, your people skills, which will get you the job.
Customer Service vs Technical Support: What’s The Difference?
These two words are often misunderstood and grouped together. Some individuals even go so far as to say that they are interchangeable.
These two words, on the other hand, could not be more unlike. Knowing the distinction between these two phrases may enable you to better your assistance techniques in the future:
Customer Service is a collection of activities that aims to enhance the interactions between your customers and your company across the whole buying process, from the point of sale to the point of service after the sale.
The company’s Customer Service department is present at every single point of contact between the customer and the company. As a result, best practices in customer service are typically taught to all employees who may come into contact with a customer at any point during their employment.
The ultimate purpose of Customer Service is to ensure that the relationship between the customer and the company is as easy and enjoyable as possible.
It is the main goal of technical support to assist customers in resolving a technical issue or problem. Customers request help for issues that are either perceived or real faults with the service or product for which they are seeking assistance. As a result, it is in the best interests of the technical support engineer/representative, as well as the firm, to:
- Determining what is not working correctly is essential.
- As fast as possible, resolve the problem.
- Maintain a welcoming and encouraging atmosphere.
In the majority of cases, the final measure of success is that the client does not need to contact support once again.
Magellan Solutions’ customer care outsourcing services for SMEs is not just a collaborative approach to our people skills and technical skills. But it is also defining how different one support is from the other.
This is why we further discuss the difference of both kinds of support to help you decide which you need more.
|Technical Support||Customer Service|
|Skills||Technical support representatives (TSR) must have a strong understanding of technology. Moreso, their communication skills must be able to explain complex solutions in a language that customers can easily understand.
TSRs need similar skills as CSRs. But they must also have a strong technical understanding and teaching ability to ensure customers get the help they need.
|Customer support representatives‘ (CSR) primary skill set focuses on improving the customer experience and finding ways to alleviate pain points quickly.
CSRs are creative and out-of-the-box thinkers. They have top-notch communication skills which make it comfortable to talk to anybody.
Furthermore, they’re patient, kind, and do everything they can to make a customer feel both heard and valued.
|Availability||Most customers calling in for tech support help are experiencing issues with a product that they can’t solve on their own. They need the help of an experienced representative and not just a general customer service expert.||Available to every customer who needs it.
But CSRs may recommend or forward callers to the technical support division to further help the customer in question.
|Focus||Tech support focuses on fixing the customer’s problem as fast as they can.
The quality of the customer service they render is less important than their ability to find the right solution for the customer’s problem.
|Ensure that the customer is happy with the products or services provided by our clients.
Moreso, each call focuses on creating a positive experience no matter how long it takes to find a resolution.
Outsource customer support services to the best BPO provider!
Are you considering outsourcing some of your support services? Then you better remember one main thing. The experience you give your customers makes up a huge part of your company brand.
Clients we have worked with have enjoyed a high level of service. They no longer worry about the support coverage gaps that used to occur.
Do you need a company with a smooth, effective customer support outsourcing experience? Leave us a message for more details!
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