Top 3 Reasons Tech Support Helps Customer Experience

In all of it’s various capacities, tech support can bring the help you never knew you needed when providing the best service for your customers. Customers will inevitably run into problems while using your product or service. And if those problems are Information Technology (IT) related, a tech support team is who they will need to talk to. User errors, basic bug glitches, and other more in-depth technical issues are often a customer mystery and require knowledgeable help. Sometimes even setup and installation is tricky and requires technical support assistance. But without a tech support merchant account in place to handle these requests, your customers are left misusing your product and questioning your effectiveness. In fact, high churn rates are associated with businesses that don’t have a tech support staff.

So at this point tech support seems like a requirement to do business. If you’re not yet convinced, the following reasons are an outline of the perks to having a dedicated tech support team.

1. End Customer Confusion

Depending on your industry type and business offering, tech support might be necessary for your customers to understand just exactly how to use the functionality of your service.

For many online service providers or technology-based brands, tech support is essential. Customers may be using your company for the first time and be unfamiliar with you and what you do. They are going to have questions and run into issues…frequently. Offering remote options for support will lead to less confusion and more satisfaction.

Live chat options, customer technical support phone lines, or a dedicated email are easy ways to implement this.

2. Decrease Response Times

Despite the value tech support brings to a business’ offerings, not everyone has jumped on board yet with including these features. Tech support inclusion can culminate as the competitive edge that draws new customers in.

As soon as an issue arises, there will be someone on the line ready to assist. For a confused customer, this is a big relief. But it’s not only good for the users, it’s also great for customer retention. The response time for addressing customer issues directly correlates to happy users and greater retention rates.

This leads to the third reason a tech support team would help your business-

3. Keep a Healthy Retention Rate

You fought hard for your customers and naturally you want them to continue using your services. To do this you have to continue demonstrating your value even after securing a sale. While there are other ways of executing this, adding a tech support team is like killing two birds with one stone. Bird one demonstrates continued value while bird two provides support.

Set Your Business Up With Tech Support

There are two options moving forward with providing IT and technical support. You can provide in-house services or outsource it to an established company. Of course there are pros and cons for both options.

Pros and Cons for in-house support

 

– You have complete control over the user experience.– Requires a team to handle the amount of customer contact requests.
– The team in place will have pre-existing knowledge about your product or service.– May be more expensive than outsourced options.

Pros and Cons for outsourced support

 

– No need to hire, train, and manage an in-house team.– No control over the quality of support given.
– Often less expensive than in-house support– They will be operating without hands-on knowledge, only what you provide.

 

If you choose to continue with the in-house option, researching how to setup the team for success will be a huge help. Building the team, managing the support provided, and securing a tech support merchant account are all steps to be taken for your chance to add significant value to your business.