We have actually assembled 7 ideas for much better tech support that’ll help you keep your users pleased so that they remain loyal consumers for several years to come.
1. Consider before you outsource
Tech assistance provides you with a huge opportunity to influence the overall user experience of your item. You require to make sure that your tech assistance team know the product inside out. This way you should believe thoroughly before you outsource the handling of your tech assistance.
Before you consider outsourcing tech assistance, ask yourself the following concerns:
Can you guarantee the experience will be consistent every time?
How can you determine the level of product knowledge in the people dealing with clients on your behalf?
Are your consumers anticipating to hear familiar accents and talk to people in their own country?
If you can get it right, outsourcing can be a great method to reduce expenses.
Get it incorrect and it can adversely impact all the effort you’ve done developing the product, making the sale, and fulfilling your consumer’s requires up until that point.
2. Treat tech assistance with the exact same importance as sales
No business must run entirely in silos. Rather, you need to consider the effect various parts of your company have on each other. And tech support is no different.
Each time your marketing and sales groups acquire a brand-new customer, they’re relying on fantastic service to keep them. And the first point of contact a brand-new consumer will have once they’ve installed (or visited) your product is tech support.
Tech assistance isn’t simply about managing inbound client requests. You can also use tech assistance to upsell and cross-sell products and features to your clients. If a consumer has a particular issue that they can not fix in their present pricing strategy, tech support can suggest an upgrade to a greater priced plan. In this manner, you solve their issue with a service that permits them to continue with their work, while at the same time you increase their dedication as a customer.
3. Control the conversation beyond your own ecosystem
If your user encounters an issue, their very first point of contact might be on a forum or in social media.
For that reason, you will need to keep track of user conversations beyond your own platform. If you can take the time to keep track of and contribute to the conversations happening online about your product, it can go a long way. Not only will it fix the customer’s instant issue, however it’ll reassure others that you care, and persuade them to end up being clients too.
4. Make it simple to contact tech assistance
Have you hidden your tech support link in the footer of your website? No one wishes to hang out searching your website for a link to tech support. 79% of website visitors confess to leaving a website if no contact details is visible. To prevent this, be where your customers are and make it simple for them to contact you.
Quickly fixing user support concerns and making tech assistance highly accessible for your consumers is a sure-fire method to keep them pleased and retain them long term.