No service, product, or end user is perfect. This saying is especially true when it comes to software and hardware. If an IT support company wants to stay in business and enable growth, it is pertinent that they provide stellar assistance to customers when something goes wrong. While no two problems or products are exactly alike, the ideal IT support department should have the following best practices in place:
Utilizes the Latest Software for Routine Tasks and Customer Tracking
Customer support software is designed to make client-related data easier to store and collect. It provides a comprehensive profile at the fingertips. You should ensure that the customer data is properly stored in a central system where your support team can access it with ease. This is an excellent way for agents to save time and provide a stellar customer experience.
Provides Troubleshooting Tips and FAQs
The best tech support team should be one that gives people the tools to be self sufficient. The customer should be able to seek answers ideally without asking for help. Hence, your site should offer lots of self-service options. Consider building a knowledge base and upload videos to demonstrate to customers how they can resolve common issues. You may also create an online forum. This way, you can improve turnaround time and serve your customers in the channel that is most often preferred. You need to make sure that you have all these self-help data backed up on a regular basis as well.
Offers Multi-Channel Tech Support
For instance, you should offer live chat solutions to your customers who need answers quick. You must understand that the ubiquity of instant communication channels show that more customers want to get the support they want, in the most convenient manner. Rather than relying just on traditional email and phone channels, your company should provide tech support through social media channels and even messaging applications such as WhatsApp. Your tech support team should be readily available and trained to communicate via all channels.
Explains via Visual Communication
In some cases, explaining an issue over the phone can be inefficient. Some customers may spend a long duration of time to explain the problem. To save time, why not leverage video technology to connect customers directly with a live representative? Not only can your team members answer questions in real time but you can also implement a screen sharing feature. This allows your tech support team to come up with a hands-on solution to resolve customer issues quickly to deliver an exceptional customer experience.
Representatives are Always Polite to Customers and Ready to Listen
Your tech support agents should have the patience to listen to customers and understand their issues before delivering an appropriate response. They should listen and never assume what the customers meant. Another important thing is that tech support reps should treat customers cordially, no matter what happens. They must be trained to defuse the situation if the customer is upset or angry. Remind your agents to always put themselves in the customer’s shoes, as well as practice politeness and patience.
Don’t keep customers waiting
No one likes to feel ignored or be kept waiting, especially when they are facing a serious issue that needs to be fixed. Even an hour can seem like an eternity for a customer who is put on hold. You can utilize managed voice solutions to ensure that your tech support channels are adequately staffed. If you really can’t speak to a customer right away, you should offer alternatives such as the assurance that you will call or email them back within 24 hours.