Handling the technical side of customer service is not easy. But that doesn’t mean that you cannot master this art. There are certain tips and tricks that you can employ to overcome the challenges and provide effective solutions in the quickest possible way. This blog is dedicated to uncovering those technical support best practices-
1. Assess the problem’s complexity
When a frontline agent receives a call from the customer, his first priority should be to pinpoint the problem, assess its complexity and decide the course of action without wasting much time. For instance, if the problem is simple enough such as recovering a forgotten password or making changes in ones’ account, he can decide to take it upon himself to resolve the issue over the phone or ask the customer to go through useful resources such as video tutorials, step-by-step instructions, and user forums to find an appropriate solution to the problem. On the other hand, if the issue is complicated and requires expert assistance, it is better to escalate the call to appropriate resource for effective resolution.
2. Gauge customer’s technical know-how
We are not asking you to accurate assess how tech savvy customers are, but making an intelligent guess is more than enough. Use the clues from the conversation, to determine the volume and type of information that the customer is seeking. This will help you to tweak and fine-tune the level of support that must be provided to the customer.
3. Keep an eye of previous transactions
Often, information provided by the customer, especially if it is through email or social media, will not be sufficient to get a complete understanding of the kind of glitches that the customers are experiencing. In such cases, it can be beneficial to take a look at their previous transactions to mine for information that may help you to get to the root cause of the prevalent problem.
4. Remove the hurdles in following-up
A tech issue is never solved in a single go. Depending on the complexity of the issue at hand, it may take several transactions before it’s fully resolved. That is why it is utmost important to remove the hurdles in following up by providing customers with appropriate avenues to reach you again. With this regards, you can opt to give an option to directly contact the agent they previously interacted with or provide transaction reference numbers that can speed up the next conversation.
5. Provide crisp, precise and easy-to-understand solutions
Any solution that you offer to customers, especially if they are pre-created, should be crisp, clear and easy to understand. Avoid getting too technical, keep things short, and whenever possible, take customers through the solution step-by-step. Also it is wise to gather feedback on the quality of solution that is offered, so you can continue to tweak and fine-tune your solutions.
Follow these tips to provide top notch technical support services to your customers, day-in and day-out. And in case you need any other assistance with regards to technical support, don’t hesitate to contact us. We are one of the leading outsourced technical support service providers with years of experience in helping some of the biggest companies in the industry.
Contact us immediately to know more about our proficient technical support services.