Consumers purchase products or services based off the name your business developed. They’re trusting your expertise to help navigate them through menus, power buttons, hidden features and every perk associated with this ‘item’ before the purchase was finalized. Unfortunately, your techies are falling short in their areas of expertise, which is literally pushing consumers towards products with proven assistance when called upon.
Boilerplate responses. Misdirected support tickets. Your technical support department is falling apart before your eyes, more than likely due to these five common actions – or the lack thereof.
If we’re going tit for tat, productivity is your paycheck maker. So if you’ve noticed that one particular area (*cough* technical support) is not as productive as you’d want to be, maybe bad work habits are weighing your techies down. It’s time to erase them once and for all and keep them from destroying your paycheck.
When we suggest ‘unproductive’, we’re not talking about frequent water cooler trips. We’re talking about too many water cooler trips and not enough viable customer help as promised on your product pages. Trying to beat Call of Duty while on your time clock should be, well, sort of frowned on when 15 tickets are in queue unanswered.
Excessive penny pinching
Technical support personnel spanning the globe have been taught to bend over backwards in order to satisfy the customer, often times costing companies millions in man-hours. Overtime means profit margins disappear – so logically, what’s the best way to quell the customer for less money? Cut corners by outsourcing overseas.
Not taking anything away from skilled individuals working in Mumbai, but ask 100 American customers what they’d change about their tech support; 100 will say they want their techie to speak in a language they understand. Your penny-pinching will eliminate more than your excessive overtime; therefore, perhaps study what customer support should look like before offering something buyers don’t want.
Lack of syncopation
Technical support activities can be divided into two sections: professional support between businesses (B2B or Business-to-business) and tech support from businesses to customers (B2C – business-to-Consumer). One common snafu which businesses bearing tech support departments should concentrate on ameliorating is offering the right service to the right people.
Remember, consumers purchase products or services for many reasons: fill a void in their lives, appease their children’s wishes or to keep up with the Jones’s. Businesses cannot assume every customer will have working knowledge of entry-level goods, nor should companies assume enterprise level offerings will be completely coherent to entrepreneurs or smaller companies. Offering the right level of support, and keeping each techie in syncopation with purchaser needs will alleviate poorly aimed tech help.
We teach our children to follow through when starting something. Our employees receive tons of training on making sure to follow through with sales, call warm leads. Customers, by and large, just want technical support to follow through. Forget passing help tickets up and down the chain of command – just follow through with requests without fail.
Founded in 2004, iTOK.net is a leader in technology support, servicing consumers and small businesses worldwide. Whereas other remote support providers frequently take forever to solve minuscule device issues, iTok can solve these issues with rapidity unbeknownst to other a la carte techie help centers
This oft-played government card is one becoming increasingly played within large tech companies – and even smaller business operations. Coin it ‘passing the buck’, ‘pointing the finger’ or whatever suits your fancy; if nobody takes ownership of products or services offered by helping customers navigate their many intricacies, you’ll spend more time denying and less time counting money as you’ll inevitably lose customer faith because you didn’t back your tangible goods with skilled tech assistance.
A common criticism about the rapid expansions in the world of technology is that technology drives people apart, makes children lose focus and addicted to all sorts of gadgets. In particular, technology leads many families to become quite impersonal with one another. While this might seem like a logical conclusion to arrive at, the truth is that technology has greatly helped in bringing families together – although the support of these products are worlds away from reaching customer fruition.
Is your technical support melding relationships with consumers, or driving them away?