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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.



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