If you have a brand with a product, there’s going to be a need to support people who have bought into you. And with the way modern technology work, that means having a solid tech support system. But since not everyone is a technician (or even technically inclined), how do you make sure you can provide this support without any major glitches or public hurdles?
A few suggestions would be to understand outsourcing (in terms of technical supports), get online IT training for you and your staff, prioritize customer support in order to create the right internal budgets for your company, make sure communication channels are open, and don’t make assumptions regarding who your clients are necessarily going to be.
Once your company grows past a certain point, any sort of digital branding is going to have a life of its own that requires IT support in terms of infrastructure. And if you don’t want to build that infrastructure on your own, outsourcing your IT support is a totally reasonable course of action. There are experts in the field who can set you up with hardware and software solutions to create a seamless customer tech support service, so why not use them and adapt and flex with the times.
Getting Online Training
And if you aren’t quite ready to go the full 3rd party route, just taking some online IT training courses can go a long way into getting your and your company set for basic troubleshooting. Common frustrations are going to happen with modems, routers, email addresses, and financial transactions, but even a basic amount of knowledge of business IT will solve most of those issues before they become major problems.
Prioritizing Customer Support
Tech support is customer support, even if the questions and answers move through technical channels or are about technical topics. So if you prioritize the human element of the equations, you can be sure that the people on the other end will respect the extra effort that you’ve given them.
Have Open Communication Channels
When it comes to tech support, open communication channels are going to be what gets the ball rolling, which is why so many companies install live chat features on their websites these days. The easier it is for a client to start a conversation with you, the better your sales numbers are going to be.
Don’t Make Assumptions
One bad move that many companies make is that they either assume that clients with tech questions either have no tech knowledge at all, or have extensive knowledge. In either extreme case, there are going to be serious frustrations as the communication breakdown becomes apparent even after a few exchanges. Don’t assume – ask first, and then move on from that.
Originally posted on June 12, 2016 @ 3:24 pm