Skip to main content

Understanding Technical Support Services and What it Can Provide



Providing technical support services has been one of the most outsourced services in the industry of business process outsourcing. One doesn’t need to be an expert to predict how long this trend on outsourcing will continue to progress and develop. Because as long as companies, be it private or government, come up with new policies to complement their services that is brought by technology advancements, there will always be a need to for an employee to man a technical support service desk.

Customer service has always been linked to technical support service. But in essence, the two are different from each other. Technical support can be considered as a higher level of customer service since it addresses a deeper, detailed, and more specific aspect of providing customer service like troubleshooting and handling service interruption complaints. But what really makes technical support different from customer service is if an issue raised by a customer isn’t resolved on the promised timeframe it may result to company losses once the customer decided to call off the service. According to White House Office of Consumer Affairs, it will cost over 6-7 times more to acquire a new customer than to keep a current one. In 2011, an American Express Survey even came out with a result that 3 in 5 Americans would rather try new brand or company for a better service experience. The same survey also come up with a data supporting that 7 in 10 Americans were willing to spend more with companies they believe provide excellent customer service.

And with these data in mind, it important to understand that one of the key role and purpose of providing technical support service is to save company funds through making the current customer stay while addressing their complaints. It is also important to keep in mind that the customer support desk serve as the first line of defense of any company. As the customer decided to contact you first means that the situation can still be salvaged. According to Rich Esposito of IBM and a contributor at Forbes, technical support should be personal with the goal of creating a more effective and productive user experience by using multichannel IT support and networks that can manage the increased data workloads of monitoring, tracking and digitizing structured and unstructured data. Each customer is unique, and this will be evident in the type of support they need. Companies who can address this issue or use these trends to their advantage will come out on top in providing the best possible support and assistance to their customers.

This 2016 customer-centered business will continue to dominate the market. Customer support has been traditionally treated as a maintenance service, and as an afterthought to sales. But the times have changed because great customer service is now becoming a selling point for products. To understand how crucial the role excellent customer and technical support service will play in this setup can do wonders. You are not just winning the trust of your customers, but you are improving your business at the same time.



Sources:



Comments

Post a Comment

Popular posts from this blog

5 Ways to Encourage Your Kids to Wear Glasses

http://eyesitetexas.com/ Finding the correct and comfortable eyeglass frames for your kid might be the least of your problems if they won’t even try to wear it. Unlike shirts and pants, glasses are very imposing and need a lot of getting used to being literally right in front of your face. But instead of nagging them to keep on wearing their glasses or else they’ll go blind, encourage them instead so that they’d want to wear glasses on their own accord. Make Them Choose Their Own Frames Not only does your kid get to choose actual eyeglass frames he wants to wear, you are also letting him exercise his independence. In letting him choose on his own, and letting him reason out the decision for himself, he will be more likely to wear his glasses to compound on this independence. Remind But Don’t Nag There will be instances where you see your kid not wearing their glasses—do not rage on them. They might have forgotten without intention or tried to not put them on but either w...
2 comments
Read more

Maintenance and Calibration of Flux Pumps: A Comprehensive Guide

Flux pumps, as essential components in various technological applications, require regular maintenance and calibration to ensure optimal performance and longevity.  This guide provides valuable insights into proper maintenance and calibration techniques, as well as common issues and troubleshooting tips. Understanding the Basics Before delving into maintenance and calibration, it's crucial to understand the fundamental principles of flux pumps. A flux pump is a superconducting device that generates a persistent current, enabling the storage of magnetic energy. Regular Maintenance Visual Inspection: Regularly inspect the flux pump for any signs of physical damage, such as cracks or loose connections. Check for any unusual noise or vibrations during operation. Temperature Monitoring: Ensure that the flux pump operates within its specified temperature range. Monitor the cooling system to prevent overheating. Cleanliness: Keep the flux pump and its surroundings clean and...
Post a Comment
Read more

VPS Hosting Plans: A Game-Changer for Your E-commerce Store

Are you fed up with your e-commerce store seeming to operate like it’s doing a marathon in flip-flops? A new hosting solution is needed that can match the growth of your business, and VPS hosting is the answer. What makes VPS hosting the standout star of your e-commerce workforce? Performance: Think of your online shop as if it were a highly skilled competitor. With VPS hosting, it enjoys the perks of having a personal trainer keep it at its best. Thanks to dedicated resources, your website will load in an instant, even through the highest traffic moments. Reliability: Everyone avoids a website that doesn’t work reliably. If VPS hosting is your sidekick, it's one that stands by you consistently at the moments you require it. Experience reduced downtime problems and a seamless customer experience. Scalability: Your online store is prospering more quickly than a weed does during the rainy months. With VPS hosting, you have the flexible hose that can conform to the increasing demands ...
Post a Comment
Read more