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How IT Support Helps Develop Growing Businesses

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Every business needs customers, and to get them you need to focus on growth to ensure the future of your business. How do you do that in business?  In today’s modern age, investing in tech and tech support are important considerations.  Let’s face it.  Technology is only expanding in the world and needs IT support more than ever.

Better Customer Service Means Better Business

Businesses should aim for excellence at all levels regardless of position or department.  Invest in innovation and technology for growth as well as tech support and customer service.  They are all necessities and should be addressed, and all a piece of the infrastructure.   Excellent customer service should be taken seriously and made to be the same standard held by your products; with this approach, you can ensure customer retention and taking steps to create a successful business geared towards growth.

Instant Chat

There are numerous benefits to using instant chat for tech support, both from the user experience side and the business side. Instant chat provides a centralized location for direct feedback, making it easy to send screencaps and pull data from the computer. For an entrepreneur, this mitigates the time spent on hold and can allow for focus on other tasks while waiting for feedback. It offers effective time spent waiting for email support.

Retain Customers

Excellent customer service and enabling customers to use your products better increases customer satisfaction and therefore enables you to retain customers.  Customer service is not something people always want to use, but it is necessary, and if anyone has an issue, you need to be prepared to help them resolve it.  Tech support not only can help increase customer satisfaction but can be used as a tool for upselling products or an addition to the services you offer.  If customers have a positive experience and feel like they can depend on you, you’ll earn a customer and recommendations for your products and services.

Build a Reputation

Tech support can get a bad reputation for many businesses and can be associated with long waits, bad hold music, and representatives on the other end who don’t seem eager to help or are outsourced and have a difficult time communicating or speaking English.  If you can provide more quality support, your customers will notice.

It is essential to build a reputation for having great customer service and you will retain customers and word-of-mouth referrals.  In turn, you will also get better reviews of people who love to share their good and bad experiences.

Train your staff to be courteous, efficient, and better experts in your field.

Educate Customers

Provide training opportunities with your product which may be an incentive for sales of your product.

Provide support and training via live chat, mail, or a phone support line

Take some time to train staff and customers on the proper terminology for your product. This will make it easier for you and your tech support person to stay on track.

FAQ Section for SEO

Providing a FAQ section on your website not only helps solve common questions that can eliminate a support call but can also help your business in terms of SEO.

Googling before making a call to tech support serves a few key purposes. First and foremost, it will tell you if this is a common issue and give some insight into how to handle it yourself. Secondly, it can inform you of any program-wide bugs that are affecting service.  By Googling a solution and trying it before calling, you can eliminate a significant portion of the troubleshooting process with tech support by letting them know what you tried. Knowing that everyone is experiencing an issue will save you time in calling for something that’s already under investigation and allow tech support to focus on the task at hand.

Outsourcing Tech Support

If you have a need to build up a tech support team and don’t have the resources to deliver a high service level, you might consider outsourcing support.

The more your tech support knows about your product, the more familiar they’ll be with how it should be functioning, and when there’s an indication that something isn’t working as it should. This knowledge will also allow support to be more descriptive when talking to customers and helps them better understand the instructions.