What’s the number one way for brands to improve product ownership experience? According to a study from the CMO Council, the answer is technical support.
From installation errors to log-in issues, technical difficulties are basically inevitable. These issues prevent users from using your product, and can negatively affect user experience. This is where tailored technical support services come in: to provide sound advice and solutions so users can use your product more effectively.
Tech support isn’t easy, however. You need to get it right and make it even better to keep your product users happy. Here are five tips to help you improve technical assistance.
- Make it easy to contact tech support
No one wants to waste any more time searching for your contact information when help is urgently needed. In fact, according to a report by KoMarketing Associates, 79% of website visitors will leave if contact information is not visible. If you’re selling a product, make tech support highly accessible on your website — your customers should never have trouble finding the support link.
2. Remember that tech support is as important as sales
Wowing your customers shouldn’t only happen in the selling process. Consider your impact on customers who have already bought your product; it’s the next step to customer loyalty. You can also use tech support to upsell another product or feature that can serve as a solution to their problem and as a way for them to better use and enjoy your services.
3. Learn from your customers
Your product users can provide valuable insights into your product. By listening to your customers’ queries, you can find what’s working in your product and what isn’t, and discover ways to improve your product and service quality.
4. Outsource wisely
With so many options to choose from, it can be difficult to find the right call center outsourcing company in the Philippines for your technical support needs. Before you choose one, ask yourself the following questions:
- Can the provider guarantee consistency?
- How will you measure the level of product knowledge of the tech support agents dealing with customers on your behalf?
- Do they have the right tools for the job?
You may also need to conduct a site tour to verify the capability of your outsourcing provider. If you can find a suitable partner who can carry out outstanding tech support, outsourcing can be a great way to reduce costs.
At Forward BPO, we offer versatile, specialized technical support and B2B lead generation services in the Philippines to assist our clients’ customers, increase brand loyalty, and help their business succeed. To learn more about our services, contact us.