Mastering the technical aspect of customer service can be difficult. When consumer electronic products and software that are meant to be efficient fail to get the job done, users easily get frustrated. At times like this, brands need to help people make the most of their purchases. One of the best ways to do so is to provide reliable and responsive support across multiple platforms.
Most contact centers offer help desk and technical support solutions in a bundle. The former, which is usually the first point of customer contact, is in charge of handling simple tech problems. When an issue is deemed too complex, they’re escalated to tech support agents, who typically have a wider and deeper expertise.
To deliver a winning strategy for resolving tech-related complaints, check out these five tips.
1. Assess the problem’s complexity.
When frontline agents receive a complaint, the first necessary step is to pinpoint the problem and assess how complex it is. If customers are simply asking about how to recover a forgotten password or make changes in their account, the issue can easily be solved in a matter of minutes. On the other hand, more complicated or highly technical problems must be escalated to the tech support team for effective resolution.
2. Gauge customer’s technical know-how.
It may be difficult for agents to accurately assess how tech savvy customers are, but making an intelligent guess can help them fine-tune the level of support that must be extended to these users. Using clues from the conversation, you can often determine the volume and type of information the customer needs. Whether the issue is being handled at the help desk level or is transferred to agents with a more specialized skill set, this would let you deliver customer service faster.
3. Check previous transactions.
A lot of times, customers provide insufficient information about the glitches they’re experiencing.
It can be hard to extract all the necessary details from them especially if they reached out to you via email or social media. In cases like this, it’s better to take a look at their previous customer support transactions. This way, you can check for relevant problems or past actions that may be affecting their current issues.
4. Give customers an easy way to follow up.
Depending on the complexity of the tech issue, it may take several transactions before it’s fully resolved. That’s why it’s important to provide customers an easy way to contact you again. You may already be deploying multiple channels to connect with them, but thinking of ways to make everything even easier for them can go a long way. For example, you may give them the option to directly contact the agent they previously talked to or give them their transaction’s reference number to speed up the next conversation.
5. Provide clear, easy-to-understand solutions.
A multichannel call center that delivers tech support must optimize communication at every touchpoint. For social media, live chat, and email, short and straight-to-the-point messages work best. The phone, on the other hand, is more effective for solving complex issues that need to be discussed at length. You may also consider providing customers supplementary self-service resources, such as product manuals, how-to videos, and a FAQs list.
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