The success of your business depends a lot on "how you are providing the support service to your products" when there are so many companies competing in the same technology or fields. Good technical support can help you increase customer conversion rate and win fine reputation; also, it is good for brand dissemination. Here are some suggestions to do good technical support for your business.
- Value the training of support technicians
The quality of technical support services, without any doubt depends on the technicians your company has hired. All the support technicians must receive pre-job training before taking up their posts. As qualified support technicians, they should take the reins of products and services completely. After finishing the pre-job training, measuring the support technicians understanding and competency of the products and services they support is necessary. A test maker like Wondershare Quiz Maker will be a good help you conducting an exam to test the knowledge of technicians.
- Investigate customers for their content degree about your technical support
Follow up your customers that you have provided service monthly and ask them for their feelings about whether they are content with your customer service. Collect all their feedbacks and then summarize all the problems. In most cases, customers will be too busy to enter into your interaction, so you should do attractive plans and invite them to your activity. For their good suggestions about your support, express your thanks and grant them with rewards if possible. For their complaints, organize investigation team for customer complaint shooting.
- Make FAQs and put them on your website visibly
Collect the frequent asked questions your customer maybe ask and list them down, make detailed explanations about these questions, and then put these FAQs lists on your website. This will be a good way to minimize the amount of work for technical support personnel. The FAQs must be updated timely according to the modification of your products or service. Meantime, the technical support personnel should summarize customers' questions frequently and renew the FAQs for most common questions.
- Do live phone service or home service if necessary
Customers do appreciate live phone support or home service because it adds the personal touch to business. You do not want to antagonize your customers, make them wait when they shouldn't, promise what you can't deliver or ignore their feelings. Take care of your customers, they will keep coming back to take care of business. That's the bottom line. However, most companies still provide very limited support instead of 24/7 support for their customers to their international business which will bring bad effects for international trade.
Technical support is really the most influential factor driving customer loyalty. The more quality technical support you provide, the more company's revenue and profit will be increased. So, please now review the customer services you provide and improve your technical services.
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