Providing good technical support is a very challenging task to deal with. It requires patience, along with good communication and people skills in order to run an efficient support business. To have a high success rate, you need a great product, great marketing, and of course great support. There are many companies with great products and marketing fail to provide good support to its customers.

A good support, specifically tech support, is key to a good user experience. Getting and providing technical support should not be frustrating — it should be a rewarding experience on both parties that makes their lives easier. Technical know-how is important to giving excellent tech support, as much as how customer service skills also take in place at the same time. If people don’t feel comfortable coming to you asking for help, then they won’t do it.

Here are some ways on how to give a good tech support experience to your customers:

1. Listen to people

People get frustrated when they can’t use their computers properly or go online. Sometimes, they just need someone to listen to them and give them some gentle guidance. As a matter of fact, doing this can actually make them feel better. Unfortunately, not all problems can be solved but you don’t want people to stop calling your company just because you couldn’t help them to the full extent.

2. Treat others as you would like to be treated

Most people, if not all, who work in a tech support company also find themselves in a situation where they also have to call or request for help at some point. It is a good practice to learn from the good and bad experiences when asking for tech support, and implement what works well and learning from those which doesn’t.

3. Let the person finish explaining the problem first before giving an answer

Most of the time, this happens to seasoned tech support people who already get the picture of the person’s issue before they even finish explaining the problem. Problems tend to arrive in waves like after a new Windows update comes out or a software upgrade. We all know the feeling of being interrupted, and the fact that the person who is calling is already frustrated will only make matters worse. There’s a good chance that you might end up talking to an irate customer who will just vent out on you instead of having a harmonious conversation. Also, there are times when the problem is not what you would actually expect.

4. Make yourself available

Answer the phone when it rings, have an open door policy, and respond to the customer’s problem in a timely manner. This makes people believe that you want to help them and you want them to call you for support, and it will give them a sense of feeling that you can actually help them solve their problem(s). In order to be an effective technical support, people need to have faith in your abilities, but they also need to believe that you really want to help them at the same time.

5. Be honest

Often times, people may not entirely understand why something has happened and they may not really want to know the technical details of it. However, lying about the situation is not a good idea. If you don’t know the answer to the question or the solution to a particular networking problem, say that you need to invetigate. As much as possible, try to be realistic when it comes to the time frame for fixing the customer’s issue and try to keep them informed about what is going on. The problem might be routine for you, but it may not be the case to the person who is experiencing it. This is especially true if it is a major problem that renders their computer is unusable.

Tags: ,

This entry was posted by Staff Writer on Wednesday, July 15, 2015 at 6:13:25 PM and is filed under Mixellaneous.

Leave a Response