Improve Technical Support

So, having spent tons of time on general coverage customer support, maybe it’s time technical support got some specific attention. Loads of the practices and caveats we’ve cited about customer service – in fact all of them, are just as readily applicable to technical support, as well, and we’ll touch on them briefly later. But, let’s point out the way to improve technical support.

Like any other industry within the customer service niche, technical support is in an exceedingly bit of a disarrayed state right now as a result partially of our adherence to old, outdated technologies due to comfort zones related to their use. As a result, there’s plenty of room for improvement to be had nowadays and age for customer service, given the new technologies which will alleviate some overload and flaws with dated systems.

First, though, when we check out the way to improve technical support, let’s address actually interacting with the purchasers . this is often independent of how it’s facilitated, the sole difference is the pacing of the interaction and significance of inflection.

Be mindful that they need to not have techno-babble thrown at them, but also don’t want to be condescended to. you’ll also, increasingly in modern world, encounter those that are very tech literate just unable to resolve a problem without you. So, allow them to talk for a bit and gauge their level of information, and go from there. If they’re technologically illiterate, talk professionally, but in English terms they will understand. Be willing to clarify anything they question, in a passive tone, neither sympathetic nor superior.

Second, if you’re using a phone tree, then consider avoiding the subsequent things. First, simplify your menus as much as possible, and confirm all can escape to chatting with an agent. Make getting a person, although they end up to be the incorrect person, possible. Ensure everyone can redirect calls to everyone else as well. Avoid speech recognition for now, and loop elevator music or adverts while on hold. We can’t alleviate hold times this way.

To alleviate hold times, diversify into other systems. Since tech support requests will likely be at computers or comfortable with them, think about using social networks and other online mediums for communication. It makes things a lot easier for you.

Also, consider tapping the community for tech support additionally. Incentivize the other users to assist people in distress whose problems are basic. This alleviates more workload on that call centre , and at minimal extra cost to you.

Finally, think about using self-service in tandem with dynamic FAQ to make a system to smartly solve problems posed by users. Sites do that now, and it’s proven very successful with things like this. It can’t replace actual human contact but it can certainly help tow the road .

Well, when considering the way to improve technical support, these are the most important steps you’ll go for see the largest difference for the tiniest effort. There are plenty of finer tweaks you’ll make on your support structure which will add plenty more result, but are more intensive to implement and a few would appear externally obscure.

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