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Creating a web, landing page, or some multimedia resource, is not a task of (I finish and I leave) these tools need maintenance. Tech support is there to complement customer service and much more.
Clients’ problems of a more technical nature can span the full range in terms of complexity and ease of resolution, so it is important to identify the problem immediately and quickly assess whether it is something that can potentially be solved with a simple solution.
At one end of the spectrum, a customer may simply need instructions on how to recover a lost password or instructions on how to return a defective product for replacement.
At the top end, they may have to fix an unexpected device failure or report a bug that stops the software and has never been seen before.
Directing customers to useful resources, such as video tutorials, step-by-step instructions, and user forums, that provide immediate answers to common technology problems can be a great way to speed things up.
However, it is also useful to identify the most complex issues from the beginning so that they can be sent to team members with the right experience to solve them.
Using intuition and clues from conversation or correspondence, it is useful to try to identify the client’s level of technical knowledge to determine the best way to help him.
For some customers, what may seem like a simple solution may be much more complicated if they are not technically inclined.
Conversely, a customer with a higher level of technical expertise can interact more fluently and get the solution they need by talking to an agent who has more specialized subject matter expertise.
Cable and Wi-Fi connectivity issues are a common example. A tech-savvy customer can quickly find a solution with access to their company’s knowledge base, while occasional users may be nervous about looking for the reset button.
Finding out a customer’s level of technical expertise makes it easier to steer your team’s response in the right direction.
It is not uncommon for many customers who experience technical problems to encounter some of the same problems, or even related problems, more than once.
Searching for any pre-registered support tickets for a particular customer can provide useful clues that can help speed up the process, which is a good thing for everyone involved.
Previous tickets may have notes that allow you to direct customers to a better solution or send them to the right department to better solve their problems.
Agents do not have to write a book about each client, but keep detailed notes that shed light on the problem, its unique situation, the proposed solution and the end result can be invaluable, both in tracking common problems and in helping clients who repeatedly communicate with similar problems.
Customer service software solutions such as Zendesk, and Desk can facilitate the ticket tracking process and the organization of customer data.
Cultivating a variety of self-service options that offer solutions to common problems can be a powerful way to reduce the time spent on individual support tickets.
As so many customers prefer to find an answer for themselves, directing them to the right resources can save everyone time and energy.
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