Why hire Technical Support services?

Tech or Technical support is considered to be a type of customer communication, which is availed mostly by product-centric companies to derive most from their products. This is mostly done through knowledge bases, phone, email or chat. The objective is to solve various types of technical issues like login errors, installation issues and technical difficulties, which may have a negative impact upon user experience.

Difference between Customer Support & Tech Support

Telus Technical support, when discussed, generally is imagined to be people working in call centers having to deal with unsatisfied clients who only vent out their frustrations pertaining to delivery and payment issues. Such issues are actually managed by the customer support team and it is not the function of the tech support team.

On the other hand, tech support executives manage user issues, installation errors as well as technical problems, which may prevent clients from using the product. Tech support actually focuses upon helping clients to easily and effortlessly use the product and to enhance greater efficiency. Companies can be in a better position to improve users’ product ownership experience by providing top quality technical assistance and advice.

The Another difference noticed between the two is the level of support provided. Customer support comes with fewer levels. Here, first-line support offered is through a customer service agent. The customer support manager is the second level.

Five support levels typically exist in tech support, depending upon complication of the issue. They are as follows:

·         Pre-Support: People these days have become smart and try to find useful information about any company or product over the web. This means that they are likely to browse the web to seek answers prior to contacting the business. Few users may also act as advocates for your product, offering insight and tips to derive the best from them, helping others to troubleshoot problems. You need to seek different channels used by your customers proactively to manage the conversation and keep everyone happy.

·         Self-service: Users in this level are allowed self-serve and manage via self-help articles, knowledge bases, and FAQs. It can be an easy and quick alternative to contacting the help desk. The self-service level is likely to resolve a few common queries.

·         First-line support: At times, you may not get the desired answers from knowledge bases and FAQs. In such cases, getting assistance from a human and not a robot can help. First-line support focuses upon common questions. At this level, tech executives have basic service or product understanding and can solve semi-complex issues.

·         The second level of support: Complex issues are tackled by the tech experts in this level. With customers becoming technologically sophisticated trying to resolve tech problems on their own, this level is now of great importance. You can call up Telus customer service number Canada and get detailed knowledge and support to solve complex issues.

·         Third line support: It is regarded to be the pinnacle with regards to tech support and deals with cases that are not handled by the earlier support group.

Hence, with so many benefits to derive, there is no reason why you should not avail services from the quick-it-help.com.

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Created on Mar 19th 2020 12:11. Viewed 2,819 times.

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