When people hear the word tech support, it’s easy to imagine people in call centers, dealing with unhappy customers who want to vent their frustrations over payment and delivery issues. The Difference Between Tech Support & Customer Support Typically, this is done via knowledge bases, live chat, email or phone – and aims to solve technical problems such as installation issues, login errors and other technical difficulties that can have a negative impact on the user experience.īut, isn't tech support just another word for customer support?Īnd here's why.
Technical or ‘tech’ support is a form of customer communication that product-centric companies use to help their users get the most out of their products. Let’s dive right in! What is Technical Support? In this guide, we’ll outline what tech support is, why you should care about it, and how it works – as well as hints and tips to help your business improve on the quality of tech support you provide. To help you and your team, we’ve created the ultimate guide to tech support. That’s why it’s essential to provide high quality tech support. Failing to deliver a good experience here can be very costly. This becomes even more significant if you run a subscription-based business where one customer can subscribe to tens or even hundreds of user licenses. In fact, it’s 100x more expensive than self-service channels.Įach time you fail to solve a tech support question, you’re potentially throwing money away. Yet, there’s a challenge with tech support. Put simply, if you run a product based business, then technical support is crucial to your overall success. If you don’t have a tech support team in place to answer these questions, then customers will eventually stop using your product.
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Therefore, any questions relating to the product (how to install it, how to configure, etc.) all need to be answered by technical expertise in order for your customers to get the best value out of your product.
If they can’t log in to your product? They contact tech support.Ī feature or module isn’t working as it normally does? They contact tech support. Whether the problem is a “user” error, a bug or technical issue, it doesn’t matter to them, they just want it solved so they can continue with their workload. When your customers run into a problem with your product, they contact your support team.įor “IT” related issues, they contact tech support. 7 tips to provide better tech support for your users.
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