What is customer relationship technical support and how does it significantly increase user satisfaction?
Why should customer support solutions put collaboration at the heart of their business to derive many benefits, such as the creation of engaged communities or even shared knowledge?
Client service and specialized help specifically make it conceivable to accomplish consumer loyalty targets while helping the vendor.
Technical support: definition
Technical support brings together all the methods, tools, and processes used to guarantee a user the best possible use of the service he has purchased.
Technical support must therefore allow:
- rapid diagnosis and resolution of faults,
- effective management of the knowledge of the support team,
- orientation of the uses of the users.
In addition to customer service (external relations), technical support solutions can be used internally, by an IT department for example.
Why set up technical support?
Most companies that equip themselves with technical support software do so for several reasons:
- they sell a service that requires support ;
- they want to control calls for help from customers (freeing up call centers );
- they need to bond with their customers.
However, there is a real commercial interest in setting up such a type of software. This interest, often misunderstood by users, relates to the competitiveness of the company, whether in terms of:
- time savings spent processing requests,
- renewal of customer subscriptions,
- or increase in the perceived value of its services,
- there are many arguments to take the plunge.
We also know that since 2010 the trend has been towards the automation of customer relations and collaboration.
The support solutions have significantly improved in this respect making their implementation and the creation of knowledge much easier and affordable than before.
Technical support issues and tools
The customer relationship tools and support are changing very quickly both in terms of the features of uses. Here are the main issues illustrated with concrete examples.
1) Contextualize and centralize omnichannel conversations
Managing emails is time-consuming for technical teams because they are out of context when they arrive. The technical agent must therefore systematically gather the information relating to a request before taking action.
👉 From the eastward platform, all the information known about a customer is automatically fed back into a 360 ° customer file. It includes his contact details, his last orders, his loyalty profile, and even his conversation history with your brand, regardless of the contact channel he used (email, web form, chat, WhatsApp, social networks, etc.).
In this way, your support teams have the necessary context for a personalized discussion. They save time processing requests and can focus on delivering a solution quickly. You thus guarantee an optimal customer experience, both in terms of the quality of the exchange and the speed of processing.
👉 Jamespot contextualizes requests and replaces isolated emails with conversations.
In addition, the customer can engage in conversation with you through multiple communication channels: by email, but also by phone, chat, social media, or messaging apps.
👉 FreshDesk offers a single view of all your exchanges for better follow-up and easier collaboration with your teammates, around the customer’s problem, whatever their front door.
2) Rationalize and automate the processing of complaints
Streamlining the processing of requests means lowering their management costs.
Optimizing costs systematically involves evaluating what already exists and establishing new objectives.
You must therefore be able to assess the processing time for requests from opening a ticket to closing.
The KPI monitoring dashboard makes perfect sense here: far from being useful only for managers, it allows agents to understand where the real difficulties lie in their daily tasks.
The dashboards are intended to generate concrete actions based on real data.
Freshdesk also makes it easier to manage bandwidth by automating repetitive tasks with scripted triggers, configured according to timing, event, or keyword.
3) Offer the customer technical support accessible in self-service
Users, if they have a clear, comprehensive, and user-friendly help center, are less inclined to write to customer support.
An open-access support platform must make it possible to resolve 90% of redundant requests to relieve the agents.
The smart self-service has the wind in its sails: allow customers to find answers for themselves by providing a knowledge base, a dynamic FAQ, or chatbot.
Do not constitute inoperative online help with content that cannot be found. A customer service tool must be partially self-managed (thanks to artificial intelligence) and above all, itself offer content related to the technical issues to be solved.
The technician can thus concentrate on his expertise by enriching the online assistance with official procedures, troubleshooting guides, direct contacts by telephone to take care of the resolution, etc.
💪 Users who feel a real dynamism (speed and number of resolutions on the forum ) in the community quickly become active contributors to those who need help.
The Jamespot Technical Support Question / Answer module allows, for example, to set up a support function between your customers. This represents a significant time saving and makes it possible to engage and federate its customers.
4) Create value beyond the simple contact form
The quality of technical support has a huge influence on how customers perceive a service or product. Many of us are willing to overlook a few flaws when the team that produces it has our full confidence. Here are a few tips :
- Let your customers call you by phone via a non-premium number. Also, offer a free callback. This conveys an image of seriousness and willingness to help you quickly.
- For a given incident: the customer must only make one request and must be taken care of quickly. A repeated request strongly reinforces frustration and dissatisfaction.
- The customer should not have to give back information that he has already provided before. Identity verification should be the only area of doubt.