This article on User Experience was originally posted by Steven MacDonald on superoffice.com
Why Tech Support is Crucial to Overall User Experience
When your customers run into a problem with your product, they contact your support team. But, not just regular support. For “IT” related issues, they contact tech support. Whether the problem is a “user” error, a bug or technical issue, it doesn’t matter to them, they just want it solved so they can continue with their workload.
If they can’t log in to your product? They contact tech support. A feature or module isn’t working as it normally does? They contact tech support.
Therefore, any questions relating to the product (how to install it, how to configure, etc.) all need to be answered by technical expertise in order for your customers to get the best value out of your product.
If you don’t have a tech support team in place to answer these questions, then customers will eventually stop using your product. And this leads to higher churn rates.
Put simply, if you run a product based business, then technical support is crucial to your overall success.
Yet, there’s a challenge with tech support.
It’s expensive!
In fact, it’s 100x more expensive than self-service channels.
Each time you fail to solve a tech support question, you’re potentially throwing money away.
Worse of all, you risk losing customers.
This becomes even more significant if you run a subscription-based business where one customer can subscribe to tens or even hundreds of user licenses. Failing to deliver a good experience here can be very costly.
That’s why it’s essential to provide high quality tech support.
To help you and your team, we’ve created the ultimate guide to tech support.
In this guide, we’ll outline what tech support is, why you should care about it, and how it works – as well as hints and tips to help your business improve on the quality of tech support you provide.
What is Technical Support?
Technical or ‘tech’ support is a form of customer communication that product-centric companies use to help their users get the most out of their products.
Typically, this is done via knowledge bases, live chat, email or phone – and aims to solve technical problems such as installation issues, login errors and other technical difficulties that can have a negative impact on the user experience.
But, isn’t tech support just another word for customer support?
Well, no.
And here’s why…
This article goes on to include:
- The Difference Between Tech Support & Customer Support
- The 5 levels of tech support
- 7 Tips for Better Tech Support
Continue reading here.
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