Technical support is a form of consumer communication used by production companies to help their customers get the most out of their products.
This is usually done through knowledge bases, live chat, email, or phone, and is aimed at solving technical issues such as installation issues, login errors, and other potentially serious technical issues. affect user experience.
But isn’t technology support just another word for customer support?
And here is why.
The difference between technical support and customer support
When people hear the word technical support, it’s easy to think of call center people dealing with dissatisfied customers who want to miss out on their payment and delivery problems. These issues will be handled by your messaging team and not by your technical support team.
Technical support is different for the type of issues being addressed.
Technical support teams are responsible for managing installation errors, user issues, and any other technical issues that prevent the customer from using your product. Basically, technical support is focused on helping customers use a product more effectively.
The 5 levels of technical support
Technical support is not easy.
Depending on the needs of your users, it can be addressed via email, live chat support, knowledge base, or even by phone.
In addition to being available on a variety of sites, a well-built technical technical system will also be divided into 5 different sections. These 5 categories include pre-service, self-service, first-line support, second-line support, and in emergency, third-line support.
1. Initial support
In the past, if people had a problem with the product, they would ask family and friends or ask for the owner’s book. Today, your users will immediately “google.”
And this means that many of your customers will look to the site for answers before talking to you. Some of your users will be great advocates for your product, providing unique information on how to make the most of it and helping other users solve problems.
Sounds really good, right?
Well, on paper, yes.
However, it is important to remember that countless shoppers may complain that their problems have not been solved and are too willing to share their knowledge online.
With this in mind, it’s important to see online forums, social media and website views as your first line of defense. As a company, you need to diligently look for these ways to direct conversations, direct users to your own technology support software, and help them make everyone happy.
2. Serve yourself
Another aspect of support technology is to allow people to have your own services and manage them through your own wiki, FAQ, and knowledge base. For many users, this option is quick and easy to contact for help and wait for an email response. Having a self-service standard in place allows you to resolve the most common questions and free up first-line support for deeper and more complex issues.
3. First aid (human communication)
Unfortunately, the FAQs and information centers cannot answer everything.
Sometimes your users need to talk to someone.
For many customers, front-line support is the first point of contact for someone in your company.
Frontline support focuses on frequently asked questions (which you can record, learn, and use to update your knowledge base).
Tech assistants usually have a basic understanding of the product or service at this point, but may not be able to solve complex problems. However, the goal of this group is to address 70-80% of consumer problems before an increase is deemed necessary.
Most issues are covered here with email support. However, when things get complicated, users will pay close attention to phone support.
4. Second line of support (complex issues)
For now, things are looking up.
Especially since end-users are getting more technical every year.
In fact, the New York Times found that 73% of technical support managers reported that the complexity of support calls was increasing as customers became more technical and better-positioned. to handle. easily arranged by yourself.
This means that 25-30% of tech support requests that could not be handled with first line support end up here on the second line and are much more complex . It requires staff with in-depth product knowledge to handle these support requests and provide technical support and the ability to talk to customers over the phone to help them find a solution.
But sometimes even these apps require even more experience.
5. Third line of support (standard support)
This is the best technical support for most customers.
Third-line support solves external problems that second-line pre-support levels cannot handle, which means third-line technology support is likely to be handled by a named user interface, or even by someone from your research and development department.
In general, before a user’s case reaches the third level of technical support, it becomes so complex that a chore is likely to be required to resolve it.
Technical support is an essential element of the overall user experience for product-based businesses.
It differs from the more common “courier service” in that it deals directly with technical issues related to the product, rather than business or account issues.
With customers becoming more technical, it is important that your technical support is adequate. Your customers will no longer contact you with basic questions (they are too smart!). Instead, your customers are likely to present complex issues to your technical support team, so it is important that they are willing to resolve them.
The only thing you can do now is keep more customers longer and focus on improving your technical support. Follow the advice in this post, choose the right tools for the job, and start making technical support a priority in your business.
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