It is not easy to help customers deal with technology issues. The number of connected devices in the coming decade will be so huge that it can present a nightmarish situation for the 24/7 computer tech support teams to resolve technical issues for all those connected devices.
Consumers want to try and resolve their technical issues themselves before reaching out to online computer tech support services and tech support companies understand that the need of the hour is to adopt self-service customer support. This approach can decrease overhead and enhance customer satisfaction.
Despite the efforts by online tech support companies, customer satisfaction is unfortunately poor across all support channels. Navigating automated and web-based self-support systems can give a hard time to the customers. There are lots of antivirus tech support and self-support systems available online. Customers want a quick, easy-to-find, easy-to-follow resolution to support issues or they will switch to other options available.
Below are the five tips that can help you to set your self-service technical support system up for success.
TIP 1: Help Customers Find Answers To Their Support Questions Quickly And Easily.
There are some issues that are commonly faced by customers and the majority of the tech support representatives keep answering the same queries over and over again. If the answers are provided to the commonly faced issues of the customers instantly then it leaves some room for the tech support team to concentrate on customer issues that need more personal attention. If a robust search capability is available then customers can quickly reach the information they require. Category lists can be created which allows customers to look for relevant articles.
TIP 2: Support Customers’ Entire Tech Ecosystem – Not Just One Product.
There are numerous connected devices per customer which means there is a need for tech support for the customer’s entire tech suite. It frustrates a customer when a support tech holds another product responsible for the problem at hand, sends the customer on a tech-support wild goose chase. You should have access to libraries of support content for lots of devices as it will aid your tech support team to figure out the correct solution for the technology issue rapidly.
TIP 3: Use Your Team’s Knowledge To Provide The Best Answers To Tech Questions.
Your teams are an unused treasure of knowledge, be it call center, product, sales, customer success, or even marketing. Also, remember the power users in your user community. Enhance your technical support by exploiting that tribal knowledge, validating it and sharing it across the organization. It can help you to recognize new problems rapidly and provide better approaches to problem resolution.
TIP 4: Emulate Real-World Decision Making Through Dynamic Decision Points And Branching Logic.
You can effectively connect with your customers and direct then in the right direction to resolve their issue quickly if you ask them fundamental questions about their operating system or device early in the conversation. In case you want a more innovative approach then drive them to trouble-shooting advice based on dynamic context from a backend system, a login, portal or an app.
You can offer customers troubleshooting choices that are focused on the devices they possess, their position as a customer, or even the particular way to resolution if an error message is passed to the software which can help them to deal with technical issues rapidly.
It can be done by using dynamic context with extensive API support along with a sophisticated decision-tree. If they are not satisfied or they didn’t find what they were looking for then haste to get them to a qualified technical support person. Make sure you don’t make them repeat all of the info they’ve already shared.
TIP 5: Keep Your Self-Serve Tech Support Content Current And Relevant.
The self-service technical support system has to remain updated with the latest technology. Customers won’t trust online computer tech support services if it is clearly outdated. You have to look for a technology solution that will aid you in monitoring quickly changing technology devices, software, and integrations.
Tech support ramifications are created across a huge range of products and interactions as soon as a new operating system is released. You need to update your support content, provide the best online tech support and latest solution populated – automatically – wherever that device is mentioned so that you are offering the most effective tech support information to your team and your customers.