5 Best Practices in Tech Support for Retaining Customers

Effective tech support is not just about resolving issues customers have with your products or services. It’s also about improving customer relations and keeping the brand’s reputation intact. 

If your business is situated in highly contested sectors such as IT and healthcare, effective tech support gives added value to your business and lets you identify the need to improve your products and services. 

Then again, it takes a thorough understanding of customer support processes to effectively resolve issues without the risk of escalating a customer complaint or dispute

For that matter, check out these best practices in technical support for your business:

 

Hiring and training the right representatives for your business’s phone lines is crucial from the very start. You need to select agents or customer support representatives who know your industry from the back of their hands. If you are in the business of selling a kit for deep cleaning and disinfection, opt for people who have spent some time in the cleaning industry. From there, you need to train your reps with handling complaints and representing your business in a more favorable light. 

In case you missed it, check out last week’s blog on creating a customer support team with the right skills and experience.

 

In this day and age, phone calls are not the only means for people to elevate their complaints. There’s social media, email, and chat. These channels provide your customers with convenient engagement options if they need urgent help. Thus, using a multichannel approach in providing technical support helps you identify problems much faster, reduce resolution times, and improve customer service across the board. 

 

There are times when customers would demand to speak with a manager or supervisor. But instead of reps apologizing and handing the phone to their superiors, you need reps who are empowered to resolve customer issues and make decisions on their behalf. It saves time and prevents frustrations. Then again, it’s still important to train your reps to determine if a situation requires a superior to step in. 

 

You can save both your business and customers a great deal of time if you give access to tools that allow your customers to resolve technical issues on their own. For this, you can provide troubleshooting tips and FAQs on your website. You need to make these materials readily accessible so customers have an initial means to address technical problems. Calling up a technical support team should be their last resort.

 

Nothing frustrates a customer more than being put on hold for too long. Providing your staff with sufficient training and the means to resolve issues quickly is crucial to preventing an escalation from occurring. All of these practices are common in the business because it saves time for your customer and company as a whole.

 

With these best practices in mind, you should be able to keep your customers satisfied and, more importantly, generate repeat sales. The real challenge, however, is building an effective tech support team from the ground up.

Whether you are a business startup or a large enterprise looking to save on customer service costs, you can always outsource your tech support to a company that provides customer support virtual assistant services. 

OneVirtual Global Business Solutions provides contact center solutions that fit your industry. Give us a call and see where tech support outsourcing can bring you!