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Home » Articles » Tech support and its contribution to customer experience

Tech support and its contribution to customer experience

When customers encounter problems, particularly IT-related issues while utilizing your products or services, they will automatically reach out to your tech support team. 

Your tech support team plays an essential role in helping you maintain and nurture a loyal customer base. More importantly, providing an excellent customer experience by solving all your customers’ problems is crucial to the overall success of your business as well as the reinforcing the credibility of your support team .

What exactly is tech support? How is it different from other areas of customer service? And how can your technical support team enrich your customer experience? We’ll discuss all you need to know in this article. 

What is involved in tech support? 

Technical support or tech support is how a company provides assistance to its customers around  technology products and services, including software solutions. This kind of support helps users take full advantage of the company’s offerings.

Tech Support  can be provided  through  phone calls, email, and live chat. It is mainly a knowledge-based job intended to resolve technical issues like installation errors, user issues, and other technical glitches. 

These technical problems, if not properly solved, will have a big impact on the customer experience. 

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Tech support vs customer support 

Tech support and customer support are often used interchangeably by customers. However, it is best that you know the differences so you can set up effective support strategies for both.

Technical support teams are responsible for handling and solving technical problems. Not all customers require this support, and users may require different levels of assistance. 

In addition to having traditional customer support skills, tech support representatives undergo intensive training and possess complex troubleshooting and hardware/software issue solving acumen.

Customer support, on the other hand, is focused on non-technical concerns. It is focused on improving the interactions between your products/services and your customers – driving greater loyalty and satisfaction. Examples of these issues include password help, payment issues, product or services advice, and shipment tracking.

Not all businesses that provide customer support also offer technical support. 

What is involved in tech support?

Significance of tech support to customer experience 

Customers commonly overlook guides or manuals when they purchase a new device or buy a new app or software. When they encounter a problem, they expect your Technical Support team to resolve the issue.

Customers who are unable to receive  the support they need become frustrated and disappointed, leading to a bad customer experience.

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Personalized support for complex issues 

In a survey by the International Customer Management Institute (ICMI), 73% of customer service managers reported that there have been upturns of complex technical issues. This can be attributed to most customers being knowledgeable of simple troubleshooting, especially with the accessibility of information online.

That said, the first thing that most of your customers would turn to is your FAQs page. If they are not able to find the answers they are looking for, the last resort is tech support. 

Technical expertise 

Technical support should be handled by tech experts, as they will be handling complicated product issues. A superior tech support team will be composed of individuals with an IT background who have undergone intensive training for both customer support and deep troubleshooting competencies. 

Better first-call resolution rate

Being able to solve customers’ problems during their first call directly impacts Customer Satisfaction metrics. If you have a strong tech support team, you are more likely to achieve first-call resolution, decreasing the volume of follow up calls and customer support calls.

Significance of tech support to customer experience

Boost your tech support services through OP360

Since 2006, OP360 has been providing its clients with proven excellence for their customer service and technical support needs: 

  • Continuous Improvement to bring them the best solutions through fast feedback programs.
  • Scalability in providing experts globally to support customer and back office workflows.
  • Flexibility to pivot quickly and effectively as their products & services adapt to market demand.

Work with experienced tech support agents who are fully committed to rounding out your customer experience. Head over to OP360 to learn more about their customer experience services and solutions.

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