IT Technical Support – Tips To Ensure Customer Satisfaction

Online IT technical support is an important part of the modern IT services. The technical knowledge an IT technician possesses plays a crucial part in ensuring the issues are resolved immediately. However, adding the human touch or empathy goes an extra mile in creating a better relationship with customers.

Customers do not want robotic cold automated responses from the support staff. They need someone who could understand their issues, get to their bottom and solve them in a friendly yet efficient manner.

This does not just ensure that your customers are happy about the service but they recognize your brand with a difference. Here are some of the things that you need to keep in mind in order to ensure delivery of efficient remote technical support.

Omni-channel Presence

Customer service has many dynamics. Today’s customers expect to get the same response no matter if they are contacting a company by email, phone or live chat. However, companies on the other hand do not realize this new change.

Technical support service providers need to ensure that they attend to their customers’ IT needs in the same way no matter what channel of communication has been used. There should be uniformity of message across the platforms. This requires training of the front-line technical support staff responsible for directly handling customers’ complaints.

The level of product knowledge that they possess plays an important role in building their capacity to tackle multitude of problems without any glitches. However, imagine if a customer asks the same question on live chat and telephone, but gets different answers, it will only create distrust and erode customer loyalty.

Time Is Money

One of the reasons why customers get online computer technical support is because it saves them a lot of time. Make sure that whenever a customer gets in touch, their issues is immediately looked into and resolved on priority basis.

No one wants to wait. And this is equally true for someone who wants to get remote technical support immediately. Always make sure that the staff on duty knows their job well. They should be able to prioritize and categorize each query to forward to the relevant technical support personnel. Similarly, live chat response rate must not exceed 40 seconds.

The canned responses prepared for answering customers’ questions should fully cover all aspects of service delivery and potential problems faced by the customer. In case the chat operator is not available, the status should be changed to offline to let the customers know that they need to contact the company via some other means. Business users are typically more particular about time. Therefore, make sure your IT support team is offering the most efficient services to business clients within the given time.

Secure Exchange of Information

Never ask the customer to share their personal information of sensitive nature on live chat as it is not considered the safest of the mediums. Instead, if the customer wants to share this kind of information, tell them to only share it via telephone or a secure web form. Customers must never share personally identifiable information like Account Details, Credit Card Numbers or other confidential data.

This will not only make your customers aware of safeguarding their personal information but would also show them that your company genuinely cares about their online safety.

Good Listener

Every technical support representative must be a good listener to better understand the problem and get to its cause. Technical support executives who regularly interact with customers often lack this vital ingredient which is essential to understanding and resolving problems.

One of the reasons why a lot of technical support executives do not listen to customers is that they do not allow them to fully explain the situation and jump to the conclusion. This makes the service jittery and directly impacts customer service experience.

Even if a technical executive understands the problem right away, they still need to give space to the customer, allowing them to explain the situation and empathize with them. This adds a human touch to the situation and creates a lasting customer-company relationship.