Many companies offer technical support for software. This support is often provided by a technician who is the expert on the software. Other times they may offer that help in written form, documentation, or even videos.
Regardless of the means by which it is provided, it is important as a company to have this support and, at the same time, offer it to the client if your service or product has to do with hardware or software.
The main reason most people and businesses purchase support is to troubleshoot issues, which directly affect the aforementioned parties.
What is technical support?
It is the assistance provided to a user who requires help with a product or service, usually a hardware device or a software tool.
Technical support covers the full range of services provided by technology companies to customers to help solve problems, or answer questions related to their product.
Technical support can also be implemented by a company that develops its own software for internal use.
Why is technical support important in your company?
Technical support is a necessary and almost inseparable function of all companies that sell software. Plus, the way your business responds speaks volumes about your commitment to your customers’ success.
That’s why having a timely, competent, and well-informed technical support organization builds trust in your customer when a failure occurs (which is unavoidable).
Specifically, technical support should matter to you because:
- It is the face of your company; communicating with technical support is an integral part of your customers’ day-to-day life.
- It is one of the most important factors for customer retention; your clients know that the software can fail at any moment and they will need your help.
- It is a lifesaver during periods of degradation or interruptions of your service.
- Your clients won’t question so much whether or not they should renew their commitment to you.
- It is the basis for your quality assurance.
- The resolution of problems, analysis of the records and guarantee for the clients of resolution of their problems will allow to maintain a constant improvement.
- Complementary to the previous reason, providing technical support allows you to extract more meaningful data on a problem than in a quality control cycle; the latter provides a better understanding of what is failing and therefore what needs to be fixed.
Having a technical support area is more than a necessary cost to do business; it is an integral and valuable part of a software business. Think a bit, we’ve all been on the receiving end of an inefficient customer service experience at some point; We know the perspective that a bad experience with the technical support area of a company can leave us.
That is why it is important to offer quality in this area to know what type of service you can offer and who often resort to technical support to offer the best experience.
4 types of technical support
- Telephone technical support.
- Technical support by chat.
- On-site technical support.
- Remote technical support.
1. Telephone technical support
This type of support is an agile alternative to resolve the client’s conflict. Through this means you can identify the voice of the customer and, therefore, define what type of customer it is.
2. Technical support by chat
It is one of the alternatives most used by companies for its efficiency. The customer should not wait to contact a technician, he can answer his question in the chat or on the website and do it whenever he wants. This format works for the customer, because they can review the conversation or text more than once to fully understand how to solve their problem. In addition, you can easily re-establish communication in case you have forgotten a relevant point to solve your problem with the service.
3. Face-to-face technical support
There are problems that cannot be solved remotely. For this reason, your company must offer the option of having a technical representative from the area visit the customer’s home or the place where the system to be repaired is located.
4. Remote technical support
There are companies that can offer a service remotely and take advantage of the fact that this represents a great convenience for the client. When it is possible to review the user’s equipment from a distance, this type of support can quickly recognize the problem and provide a solution.
5 types of customers who use technical support
Although there are more types of customers, here are five types of customers who often turn to technical support. Do not forget that it may vary in each case, so it is best to carry out a detailed analysis of your company to know who uses this service of your company.
1. Indecisive customer
This type of client seeks many answers from the service provider because before acquiring it they want to solve all their doubts. That is why your team must be careful to be as direct and concrete as possible with this type of client, since they take their time to clarify the doubts they have.
2. Silent client
A customer like this should be appreciated: you can offer them valuable and specific information because they are willing to listen. He does not have much to say, however he is the one to receive telephone counseling due to his great listening skills.
3. The talking customer
This type of customer is considered an expert on the subject or knowledgeable about service and technical support. The approach to consider should be assertive communication, as it is easy for you to get upset or feel belittled. Serve it safely as it is essential.
4. Proud customer
This is the type of customer you shouldn’t interrupt; They seek to take control of the conversation, direct it to where they think is the best way to solve their problem. After listening to them, direct the conversation to what will be the solution to their problem with a firm but friendly posture.
5. Customer friendly
If one of these clients comes to your company, you are in luck. It is the easiest client to advise and provide remote support; their receptive posture allows you to deliver information correctly and without pressure.
They are one of the best customer types in remote technical support, as they are more responsive and peaceful, although they can be a bit hesitant.
Now that you know the type of clients, you can learn three tips to choose the best type of support for your company.
3 tips for choosing the right technical support for your company
In this last section we leave you some suggestions that will help you establish the most functional technical support for your company. Don’t forget that you can always adapt these tips based on the specific characteristics of your business.
1. Focus on the service you offer
Each company requires different support, so it is important to be clear about what each type of business provides and what the most recurring problems are.
Some companies may use more of chat support because problem-solving requires reading or viewing materials on a computer; For other companies, telephone support will be better because the inquiries they receive have simpler solutions that can be resolved with a short call.
2. Check feedbacks and questionnaires from your clients
Ask them for references about the experience of your customers so that you can know what types of situations are most recurrent and verify the information with surveys and satisfaction questionnaires on a regular basis. In this way you will know what type of support is best for you or which one you should give the highest priority
When you see that you have a satisfied customer base, you will have the peace of mind that you are on the right track with your technical support strategy.
3. Know the needs of your company
Make sure you have an idea of how much demand is on technical support. This will allow you to decide if it is convenient to choose a single type of support or if you should use several (and in what proportion).
The size of your support team depends on your needs and it is in your best interest to know them in advance. It will also be a good idea to ask yourself how you project the growth of your business, so you will know that your company will be more equipped and that your technical support will be of greater use.
Now you know the elements that you must take into account before making a decision that represents an important part of your image before your clients and, at the same time, the answer to your own setbacks with your software and hardware team.
Keeping your business running requires that you get good technical support and at the same time offer it to your customers, choose the one that best suits your needs based on the needs and characteristics of your company.