Great service is great for all businesses notwithstanding the size or income of a business. Be your customer’s hero that if anything goes wrong, your customer comes to you. Of course, it is useful to have general customer support advice but what about the technical side of customer service? Technical issues require an expert touch and understanding to fix the issue.
Below are the top 7 technical support tips that you can follow to ensure a great experience from the tech support crew.
1. Identify The Problem
Some technical issues can be easily solved than others. Simple issues can be fixed quickly without taking too much of your time but finding a clear solution to complicated issues is not easy. However, a seemingly complex problem can actually be much simpler. So make it a priority to understand the problem and its causes. You can help the customer and solve the problem only if you understand the cause of the problem. It will also ensure that the correct troubleshooting is applied, the issue will get fixed faster.
2. Understand The Customer’s Grasp Of Technology
Know how tech-savvy your customer is. Some people have more grasp on technology and you have to be aware of this when you begin your tech support call. After which you can fine-tune the usage and tone of your language. For instance, a customer having little understanding of technology will find it difficult to follow even the most basic instructions of computing and technology. But a tech-savvy customer can easily understand and interpret even the most complex steps which means you can be less descriptive with them.
3. Remember The Impact
Customers are impacted by all technical issues, be it simple or complex. Customers can be frustrated, their productivity can be hampered from even trivial issues. However, no problem that customers are having is trivial for them and they won’t like it if you term their issues trivial or small. The problem might seem simple to you but it could influence your customers negatively. Therefore, deal with each problem with earnest and attentive service, be it a simple password reset job or a complex code fix.
4. Avoid Jargon
Don’t confuse your customer by jargon. Use simpler terms. Don’t make your customers feel like ignorant or stupid. You will irritate your customer if you use technical terms, irritated customers mean a bad customer experience. Even tech-savvy customers can be lost if you use too many jargons. It is best to be as simple as possible vis-à-vis your language choice. Throwing technical terms on your customers doesn’t necessarily mean you genuinely understand the situation. You will show a clear solution to the problem only if you explain everything in simple and understandable terms.
5. Have Ample Self-Service Options Available
You can decrease the volume of your support tickets by having good self-support content to help customers solve common and simple technical issues themselves. It is okay if the customers don’t contact you often for their tech needs because it can mean that you have fulfilled them. And even if they do get in touch with you then you are ready with all the content to assist them. This arrangement of useful, quickly available resources and personal human support will provide a smooth and quick support experience to your customers.
6. Be Motivational
With technical support, complex issues can be annoying for both parties. When things don’t work properly, then customers are frustrated about how they can’t continue with their work, and your stress to ensure that you can help them quickly and efficiently so that you can attend the next call for help.
The stress of solving problems is decreased with motivational and supportive language. Be positive if a solution isn’t working and use positive terms such as ‘let’s try’ and ‘we can’ to encourage a feeling of teamwork and cooperation. Stronger customer-business relationships will be formed if the customer feels included in their service experience.
7. Make It Easy To Follow Up With You
Make it easy for customers to follow up with you. They should feel free to reach out to you again after hanging up or ending their chat session. You can do it by giving your own email address to customers to follow up directly, or emailing them yourself if you don’t hear back.
When you encourage customers to contact you after you provide them a solution assures them that you are personally invested in solving their problem. It will be convenient for them to contact someone that they’ve spoken to again, and won’t have to stress about repeating themselves to someone else.
A huge part of great customer experience is the quality of technical support provided by businesses. Begin with these seven technical support tips and continue your customer’s issue resolution journey with great processes, a great attitude, and ongoing employee training.