Technical Support-Do you run a product-based business? Especially the kind that centers around IT maintenance and software technology. Then you probably know much about providing general support related to products and services.
Customers buy products and services to fulfill their own or business needs. These products and services enable the daily activities handled by people and organizations to become easier and much faster. The benefits and convenience of using them are only experienced after some time has passed. During that time troubleshooting for basic issues ironed out.
However, there are instances when issues arise that are beyond the capacity of general support. In situations like this, we require support with more domain expertise to take over. Companies then move towards providing technical support which they can either start in-house or choose to outsource to another company.
Considering the nature of technical support, it is still seen as a waste of luxury and resources. In order to provide clarity on the subject, we’ve compiled this article to shed light on the importance of technical support services in relation to the user experience. In addition to the benefits for businesses that outsource technical support services
What is Technical Support
Technical support is a type of support provided by companies to users or other organizations regarding particular problems faced with the software and hardware technology. Rather than providing one-time technical training or other additional customization, organizations make use of technical support services to provide ongoing support to clients.
How Does It Defer from other types of Support Services?
Support services normally differ from each other based on the severity and nature of assistance required by an organization. The severity and nature all together can affect a range of factors that include the technicality of the implementation, time to market/product launch urgency, lack of in-house tech-support staff. Technical support services are more priority support. Other types of support like general are not time-bound and reply back within a day or two generally.
However technical support has to be much more readily available with much faster response times. While normal support is provided through emails or the website, technical software support services are. Delivered through dedicated live chat support software, phone, VoIP platforms, and dedicated software where technical tickets users can generate. The people involved in technical support possess the necessary technical expertise to handle complex and sophisticated problems arising from users in comparison to other forms of support.
The Link Between User Experience and Technical Support
The relationship between a customer and the product does not end with just the purchase of that product or service, instead continues even after the initial purchase. A customer maintains direct interaction with the product but indirectly remains associated with other areas of the business as well, which include support elements.
A business considers receiving post purchase assistance as a reflection of value which increases their trust with the brand. When a technology company provides great technical support, it helps users to get the most out of their products. Not only does the user give less resistance but also quickly learn to adapt with the product. This crucial user experience affects the overall loyalty of the customer and users towards the brand.
User experience and technical support is a win-win for both parties as it provides both with something of interest. Users receive great assistance throughout and post implementation and have their issues resolved. Whereas organizations gain value feedback from users to improve and better their product and service parameters.
How Outsourcing Technical Support Services Benefits Businesses
Maintain 24/7 Availability
Technical support is a high-priority type of assistance usually required for critical implementations. Unlike general support which can be provided during the work/business hours, tech-support needs to be available round the clock. When you outsource technical support services, a business can easily implement teams in multiple shifts to maintain round the clock services. This is especially useful in cases where the market launch is in a different time zone. And the same time zone tech-support staff required.
Technical support is comparatively more expensive to hire and onboard than their general support counterparts. Depending on the size of the organization and frequency of technical support required. Sometimes it is not feasible to hire dedicated tech-support staff for long-term commitments when there is no adequate requirement for their utilization. Outsourcing helps decrease hiring and staffing costs associated with such specialized workforce, providing the benefit of both utility and cost savings all together.
Provide Bilingual Support
While English is the most common language we use for formal communication around the world. It is often not the case between smaller teams and countries where English is not the native language. In order to provide the best possible support, companies often hire tech-support staff with bilingual abilities. In many in-house settings that is not possible most of the time, but we can outsource them. Bilingual support allows tech-support individuals to speak in the native language of the implementing party, allowing for easier communication and understanding of instructions.
Focus on core business activities
Depending on the nature of the business. Priority and scope of services provided, where each resource is used for business development. The tech support handle for an additional area indicates that home delivery is not required. Outsourcing the technical support responsibilities to another specialized technology partner will help relieve the outsourcer to focus on other core areas of the business.