Tech support is as crucial as customer support. However, there’s a thin line between the two. While customer support can solve issues and complaints concerning technical and non-technical products, services, discounts, and sales, tech support is usually related to resolving technical issues raised by the client. You need technical experts to look into the matter.
Many companies keep a separate team of tech experts responsible for troubleshooting problems and come with quick and effective resolutions. It helps them delight the client with accurate problem solutions.
Today, we’ll be learning about the five best tech support practices that can help you win your client’s trust. Let’s begin.
It’s 2021, and one should make use of the digital offerings. As you try approaching a client via live chats and WhatsApp messages, you should keep the communication platforms open for your existing clients as well. If your client has raised a technical query, say, the app is not working, you can offer them the liberty to connect to your tech support team through live chats, email, phone calls, or WhatsApp chats. The idea is to win your customer’s trust by making them know that you’re on the job.
Help them with resources
If you think your customer is willing to resolve a minor issue on his/her own, you should take advantage of this situation and build a knowledge base that can help your other clients also. Create a Help Center comprising FAQs, tutorials, videos, blogs, and articles. This way, you’ll be able to help them resolve issues on time.
Train your tech support effectively
If you handle a large clientele, it’s evident that you will need resources to look after them. So, you should train your team effectively. Impart training in a way that they share the same passion for customer support as you do. When you’ve got a trained tech support team, consider the job as half done. You may have to invest in training sessions, and it may look like a cost initially. However, it will yield results, and you can build a reliable team that knows what your customers want.
Avoid putting customers on hold
Here, put on hold is not limited to phone calls. It’s about not keeping your customers confused and waiting. If you’ve got updates on the issue at hand, you should inform same to the customer. A courteous email is good to start with, followed by calls. This way, your customer will remain under the impression that his/her issue is taken care of with utmost priority. Look for business IT support services that share the same vision of satisfying the customer in the first place.
Use reliable software
Instead of visiting the desks of every member of the tech support team, you should invest in feature-loaded software that makes your job easy. This way, escalations will be easy, and no time gets wasted in asking for updates in person.
You can also consider business IT support services if you think your team is overwhelmed with queries and complaints. OffsiteNOC has been providing tech support to many small and big organizations. It boasts a team of technical experts having expertise in resolving critical technical issues.
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