5 tech support best practices

There is no product, end user or service that is perfect. When it comes to hardware and software, this is so true. This is the reason why companies need to provide help for their customers when things go wrong in order for them to stay in and to grow their business. And since there are no two problems or products are exactly alike, the best technical support departments share the following traits.   

tech support  

Offer multi-channel tech support, including social media and live chat.  

By being very common of instant communication channels only means that people want to find the support they want in any method that is convenient to them anytime they want. Business should also provide technical support through social media channels and messaging application and not just be relying on phone communication and email. They should also make sure that their tech support representatives are not only readily available but also trained to use all channels.   

They do not keep customers waiting.   

Nobody wants to be kept waiting or the feeling of being ignored especially if they are having a critical or even just minor problem that needs to be fixed especially when the issue is stressing you out, an hour of waiting is like an eternity.   

Make sure that your tech support channels are appropriately staffed in keeping customers from becoming more upset and possible be taking their anger out online. If you don’t have someone to talk to the customer right away, then give them an option either they can leave a message or someone will call or email them immediately if someone is free within 24 hours and if you can’t provide an immediate answer to a customer or help to a problem or question, you have to make sure you get back to or follow up with the customer the next day.   

Provide troubleshooting help online and FAQ   

Give your customers the tools to be efficient and the solution step by step in solving their problem. Build utilized videos and knowledgebase to show customer resolve the common issues, also create a forum or forums. This allows the customer to perform an easy to follow steps that may reduce their frustration instead of calling.  

Hire well-trained representatives properly.  

The importance of putting the best people into tech support roles cannot be understated, nothing is frustrating more to a customer that feels like they know more about a problem and a product than the support staff of the company so you should hire experienced people and train them well and reward them appropriately whether they are front-line representatives or senior account representatives because they are the face of the company to your customers.    

Keep track of customers with the use of software and take care of routine tasks.  

With the use of customer support software, customer data can be collected and stored easily, providing a comprehensive profile available at your agents’ fingertips but only make sure that customer data is saved in a central system wherein the support team can access it. By doing so, support agents online right now save time and money while being able to provide a good customer experience.  

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