Who among us does not dream that his company is one of the best and most important companies in the world, but dreams alone without effort become useless, as acquiring new customers, achieving individual sales, are short-term goals that cannot achieve what you dream about, unlike long-term goals such as Focusing on customer loyalty and interacting with them to build strong and emotional bonds between the customer and the brand, without your company providing excellent technical support service to customers, you can succeed in convincing the customer to buy once, but he will not return to the purchase again, so let’s get to know the concept of technical support at the beginning.
Technical support concept
It is a form of communication with customers, used by companies to help customers get the most out of their products, and that is through knowledge bases, live chat, e-mail, phone, and other various forms, with the aim of solving any technical problems that may have a negative impact on the experience The user, which contributes to the bonding of the relationship between the brand and its audience.
It is not only limited to answering customer questions or solving routine problems but rather focuses on building a relationship of trust and admiration, as over time the customer becomes a defender person, multiplying your company’s reputation in the market … The tasks and importance of the technical support team, customer service, and promotion are always confused. Because they’re the same thing, so let’s explain the difference between them.
Our technical support and customer service two sides of the same coin?
The technical support team performs tasks that differ from the tasks of the customer service team, each of them is an independent matter that has its own importance and tasks assigned to it, but they may have one goal, which is to obtain customer satisfaction, so let us explain the difference between them.
The aim of technical support service by companies that provide services or products to repair or improve them, explain how to operate or solve any other technical problems that prevent the customer from using the product, it seeks to help customers to use the product more effectively.
As for customer service, it works to receive complaints, suggestions and work to solve those problems or transfer them to the responsible department according to the nature of the problem.
Therefore, companies cannot waive one of them, as the availability of customer service and technical support together within the company, contributes to providing exceptional service that makes the customer feel valued and respected, enabling you to distinguish from your competitors and maintain a positive reputation among future customers, in addition to encouraging existing customers to buy From you again, and this is what the Marketune team offers to its clients.
Remember well that having a team that provides technical support service for your company, may not be effective and does not achieve the desired goals of its existence if it does not work according to the correct rules, so know the most common mistakes that companies make when providing technical support service, and how to avoid them or Remedy it, so your team becomes effective and gets the most out of the company, which contributes to higher sales.
The most common mistakes for companies when providing technical support:
• Good training
Technical support aims to solve the technical problems facing customers, so good training on the product or service provided by the company is an indispensable thing, so the employee must know everything related to the service or product of information and the difference between the different services or products, in addition to training on Developing personal skills, and how to behave in various situations that the employee may be exposed to.
• Converting the employee into a robot
The customer resorts to the technical support service with the aim of talking with an employee and not a robot who has a set of ready-made written texts, and he only reads it, so the technical support employee must be able to adapt to the way in which the customer speaks, and if the customer is speaking formally, he must The employee also speaks to him formally, as real discussion improves communication with customers, which contributes to providing an ideal technical support experience.
• Use the autoresponder
Pressing several buttons in order to reach the technical support service employee, makes the customer feel as if he is in a maze, in addition to the long wait time, and the quality of sound all these things make the use of the automatic response is not popular at all for customers.
Ignore social networks
“Being where your customers are” is one of the well-known sayings in the field of marketing, so you have to be in the place where they are, so ignoring social networks is one of the mistakes that companies make. It is assumed that the technical support team provides assistance to these customers and join the same channels that They are there to express your desire to help them.
Delete negative comments
When there is a problem related to the product or service that you provide, the public will judge you based on several criteria, including the speed of your response, your reaction, the reaction of customers, and how the problem ended up, so you have to be careful in dealing with negative comments, in case you failed to respond or You delete the comment, you will encounter more problems because social networks are public, and when someone writes something bad about you, all the audience on social networks sees it.
Laziness in solving problems
No matter how great your product is and no matter how customer-focused you are, complaints must be received from customers, so don’t be lazy in taking quick action to solve problems, the sooner you do it, the more you will avoid any consequences.
Conclusion
The market provides many options for customers, so you should think carefully, “Why should the customer accept a brand that provides him with a medium-quality experience?”
