Technical service offers assistance so that a customer can use a product or service normally.
The notion of support is used to name something that provides support, which can be physical or symbolic. The technical, on the other hand, is associated with that which is applied in science or an artistic discipline.
Technical support , therefore, is assistance that companies provide so that their customers can use their products or services . The purpose of technical support is to help users solve certain problems.
For example: “I can't connect to the Internet: I'm going to have to call technical support to explain what's happening” , “I followed all the instructions that the technical support team gave me but the system still doesn't work” , “Hiring our service, you will have unlimited technical support 24 hours a day.”
Technical support in computer companies
In general, computer companies have technical support available to their users. Care is provided by telephone, over the Internet or, in some cases, through staff visits to the client's home. Technical support can help remotely resolve a software programming error or a faulty hardware installation, to name two possibilities.
It is important to note that, in general, the care provided through technical support does not usually include training or user education. This means that, if the person contacts technical support because they do not know how to use the service, the employee who assists them will most likely refer them to another sector and will not instruct them. For this reason, many companies have two different areas: on the one hand, technical support, and on the other, the training sector.
The technical service can assist by telephone.
The importance of offering good service
Providing good technical support is easy if the company takes responsibility from day one, since it has all the necessary information to do so, but unfortunately it is not very common in the real world. What are the pillars of this service? In short, make available to customers a team of people adequately trained to listen to their complaints, understand them and offer them the correct help .
This may seem logical, but there are many companies that fail in some of these aspects, and do nothing more than generate discontent among unfortunate customers who received a defective product or who require technical support to overcome a problem covered by the warranty . This usually leads to loss of trust, return and switching to another company, not to mention defamation on social media. All of this can be avoided by organizing the service well from the beginning.
First contact with technical support
When a customer contacts the technical support team, the first step is to describe the problem that led them to request help. This point is crucial: if you think that the person on the other end of the phone or chat does not have enough technical knowledge to understand your explanation, the situation is really worrying; Otherwise, it is possible to move forward with the work.
It is true that the first employee with whom the client should speak is usually not a technical expert, but rather someone capable of understanding the problem and knowing if it is something with an easy solution, that can be achieved at that same stage, or if It is really necessary to elevate it to the technical department itself . This serves to reduce costs, since the salary of these recruitment staff is lower than that of experts. However, this does not in any way mean that they can be completely lacking in knowledge to the point of confusing the customer or denying them the attention they require.