Most of the time, people need help when it comes to fixing technical issues as not everyone has enough technical knowledge. It is for this reason why it is important for product-based businesses to invest in a technical support team.
Technical support services provide a simplified approach in assisting users who are having difficulties, may it be simple or complex, with a product. They handle various issues and give customers valuable experience when using a product. It has a direct impact on creating a remarkable user experience, such as in improving the rate of problem resolution and giving customers a convenient round-the-clock support through any available channel they require.
Businesses can utilize different types of channels to provide support to their customers. Some of the most common channels are phone, email, live chat, and ticketing system. Moreover, each of the problems are solved based on the level of technical support that a company provides, depending on the severity of the issue. It has five levels:
Pre-support in which googling is the answer. This requires basic solutions that customers can search online through forums, social media, and many more.
Self-service wherein the solution to the problem is within our knowledge base and FAQ section.
1st line of support that focuses on answering common questions that are not a part of the knowledge base or FAQ.
2nd line of support when the concern is a bit complex, but can be solved with the help of a tech support representative.
3rd line of support if the issue needs the help and attention of an expert in the product.
For businesses that aim to improve the problem resolution rate, keep the expenses at bay, and increase the user experience rating as well as for the products, technical support is fit for you. They are not only providers, but your partner in making your business grow.
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