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Product-based businesses, particularly those that produce technology products, can benefit greatly from tech support services.
Why?
People usually purchase products to make their lives easier and faster. Mobile phones, for example, allow people to communicate and execute specific tasks like online shopping, playing games, and much more.
Imagine a user’s frustration if the mobile phone suddenly stops working due to glitches, user issues, or any other technical problems. Such mishaps could limit—or even prevent—the user from utilizing the gadget to its maximum capacity.
Not everyone has the technical knowledge to fix the issue. Most of the time, they would need someone’s help. While knowledge bases, FAQs, online forums, and social media posts can help users determine and solve minor problems, they don’t guarantee they can solve all user concerns.
If, by all means, the customers can’t solve their predicament, chances are high that they will stop using the product and look for another brand in their next purchase.
The inability to deliver a positive user experience can be costly. You will not only lose customers and revenue, but it can also leave negative implications for your image.
That is why every product-based business must invest in a technical support team that would handle complex issues and give their customers valuable experience when using their products.
Improving user experience through tech support
Tech support has a direct impact on creating a memorable user experience.
In a business journal that Gallup has published, they analyzed customers’ problems and their resolution experiences, as shown in the infographic below:
The Gallup report revealed that not all customers receive near-perfect resolution (only 16 percent do). This means that many businesses still lack good technical support.
The same report revealed that users appreciate if a business gives them value and trust. Everyone should be treated as someone with real emotions, not just someone who will add up to a business’ statistics. This means to say that empathy works best. And while compensation also works, it doesn’t reflect an organization’s sincerity.
When a business provides excellent tech support, it also helps its users get the most out of its products. This affects the overall user experience, a crucial factor in determining whether users will be loyal to a brand.
Each technical issue that a user reports has growth potential. By pointing out a business’s weaknesses, it provides valuable insights.
Tech support benefits both parties. As product users solve their problems, a business can identify its products’ weaknesses through valuable customer insights.
What makes effective tech support?
Effective tech support goes beyond problem resolution. This means that a business strives to resolve the problem and uses the right approach when dealing with each issue to give users a memorable experience.
Listed below are pivotal elements businesses should never forget when providing technical support:
Empathy and patience
Frustrated product users tend to vent their annoyance to technical support representatives. Well-trained tech support, however, understands that this is natural. Instead of moping, they handle it professionally, assuring their callers that they will do everything they can to resolve the issue.
Customers should feel that they are getting undivided attention. Technical support should be viewed as a human interaction — like a friend offering help — rather than a technical challenge.
Ease and efficiency
Time and convenience matter a lot. The majority of customers likely prefer a fast and effective approach when resolving their issues. Therefore, companies should ensure that their problem resolution (troubleshooting, etc.) methods require minimal effort. They also need to avoid using technical jargon to avoid confusion.
They also need to do it fast whenever possible without compromising the quality of support they provide their customers.
Optimism
Showing optimism during distress is the best way to earn a customer’s trust. It guarantees users that everything is under control. Staying calm also makes the entire process quick.
Accountability
Accountability means taking responsibility for a business’s promises to its users. It assures users that each time they request tech support, they will receive courteous assistance from a knowledgeable IT professional.
Levels of tech support
The level of technical support a company provides depends on the severity of the issue.
Take a look at the image below.
Pre-support
Easy access to the Internet makes it more convenient for users to search for answers to their concerns online. Thus, businesses must monitor online forums and exchange information using social media channels. Whenever possible, they should also try to join online conversations and leave relevant answers to queries about their products.
Self-service
A recent survey revealed that 67 percent of respondents prefer self-service over speaking over the phone when addressing their concerns. This is simply because it’s more convenient.
A business knowledge base and FAQ section play critical roles in self-service. Thus, organizations should always update their knowledge base and provide all necessary information that answers general queries. When product users see the value of a business website because of its content, chances are high that traffic will also increase.
1st line of support
When customers can’t find the answer they are looking for through self-service, their next option is to call tech support. The first line of support usually deals with common and basic technical problems. It doesn’t require the service of an agent with extensive product knowledge.
Businesses can record and analyze each call to determine common queries not yet in their knowledge base. Afterward, they can add them to their FAQs to make them more comprehensive.
2nd line of support
This level requires the assistance of a tech support representative with in-depth knowledge of the product. Problem resolution might take some time in this stage because both parties need to thoroughly understand the issue before proceeding to the actual resolution process.
3rd line of support
When a user reaches this level, it means that the technical problem they are experiencing is too complicated. Usually, they need the assistance of an expert or someone who knows the product well. In some instances, custom work is also needed to resolve it.
Common tech support channels
Businesses can utilize different types of channels to provide support to their customers:
The most-used channels are phone, email, social media, ticketing systems, and real-time chat or live chat. Businesses can use one of them, a combination, or everything.
Businesses should consider the channel most of their users prefer so they can capitalize on it. On the other hand, using all channels allows users to use whatever is convenient.
Improving tech support services
Every business can have its strategy for strengthening its technical support team. It depends on the nature of the business, its products, and the target market.
There are some factors, however, that businesses should never forget:
- Choose the right technical support team. The performance of a tech support team is critical to a business’s overall success. How each member handles a technical issue determines whether a customer will have an excellent user experience.
- Everyone on the team should know the product inside out. This way, they can give the necessary support a user needs.
- Offer simplified problem-resolution methods.
- Implement self-service options on a business website.
- Make communication more straightforward for users.
- Use the appropriate channels when dealing with customer concerns.
- Participate in online conversations that are beyond your website or social media accounts. Product users, for instance, use forums to address their concerns.
- If possible, upsell and cross-sell products and features to customers. However, businesses should remember to make this strategy sound like an alternative solution to their user’s predicament. It sounded like a profit-making tactic. It can only make customers shy away from dealing with the company.
- Gather valuable insights from customers. Since they are the end-users of the products, they can offer helpful feedback that can help businesses improve their product. See how a survey call center can help you.
However, some underlying factors avert businesses from providing the needed technical support to their customers.
While big companies have enough resources to manage an excellent tech support team, small and medium businesses (SMBs) don’t. The lack of manpower who have sufficient technical knowledge is another factor that hinders businesses from providing effective tech support to their customers.
However, these limitations should not stop SMBs from supporting their customers. When hiring a technical support team is beyond their budget, they can hire a service provider or outsource their tech support to a reputable call center or BPO company.
This cost-effective method would help them improve their problem-resolution rate while keeping their expenses at bay.
What to look for in a tech support provider
Tech support service providers should not only be viewed as providers; they are business partners for growth.
That is why when businesses outsource, they need to do it smartly.
Here’s a list of things that businesses must keep in mind when entrusting their tech support to an outside party:
- Identify a tech support company that can provide the best service. This company should be reliable — one that has been in operation for years and, at the same time, has a proven track record in delivering excellent tech support.
- It is better if that company has a 24/7 call center to ensure that the tech support will not miss out on any emergencies or sensitive technical cases.
- A business should choose a BPO company with an identical culture, beliefs, and values.
- Determine the technical support services a company provides. Businesses should choose a company that offers them exactly the type of service that they need.
- It is also essential to know the recruitment, hiring, training, and team management processes of a BPO company.
- Compare the cost of tech support services in each BPO company. The price should reflect the quality of service they provide.
Technical support is necessary for businesses that aim to improve their user experience rating and products.
If you need a support team that can help you craft a memorable user experience, contact us now!
