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The Impacts Of Technical Support On Customer Satisfaction

Posted by Joshua McKee on 08-Aug-2018 12:18:35

With many industries, customer support - especially technical support - has become somewhat of a deal breaker for customers all over the world.  Even more so in the service industry, post-purchase support can make or break a customer's relationship with a business, either ending it on the spot or being so pleased that they inadvertently promote the business by raving about it to friends and family. Imagine buying a product or service and having difficulty using it or it not functioning properly.  After re-reading the instructions and attempting to troubleshoot you pick up the phone and make call to technical support.  Why do we instantly dread it?

Our past experiences have conditioned us to.  It's as easy as that.  We are fearful that unless we contact a company that cares about customer satisfaction, we will wait on hold for up to an hour, be transferred from one agent to another who will finally realise that the information they have pulled up on their screen is for a different product, only to eventually find a solution for the customer’s problem.  Unfortunately, good technical support is hard to achieve, and for this reason it has become the norm, frustrating customers no end

But it doesn't need to be like that.  Many businesses are successfully building their business models around standing out from the crowd when it comes to customer service and technical support.  Delighting customers has becoming the focus for those wanting to be one step ahead of the competition.  

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Customer Service Success

What’s the key to success then? If businesses work harder to focus on the support, they'll create happier, more satisfied customers we're way more likely to spread the word and promote the business for them.  Research shows that unhappy customers, on average, tell sixteen people, meaning a single complaint could risk losing up to sixteen potential customers. On the other hand, on average, happy customers tend to tell nine friends, meaning one good review could earn your company up to 9 great referrals, thanks to word of mouth alone. This word of mouth marketing is free and it can help grow your business’ customer base.  In the telecoms industry, most businesses have recognised that customer service cannot be an afterthought and many of the big brands have put a much stronger emphasis on providing levels of service and support that ensure a satisfied customer.

People Skills Are Just As Important As Technical SkillsCommunication Man

You could have the most experienced team of technical service people, but when it comes to delivering that service, people skills can really make the difference.  Whilst automation and scripted scenarios are efficient and ensure that customers receive a consistent service level, this can also translate into the agent sounding scripted, impersonal and unsympathetic to the customers issue.    

Communication LadyNow, you might be thinking;

“Isn’t a fully trained and experienced in-house technical service team (with great people skills) expensive?"

It can be. After all, hiring and training the right people takes time and effort and this is why many businesses fall over,  As a small business, this can be a huge drain on your resources yet we've discussed that it can seriously be a game changer for your business, so what's the solution? Outsourcing.

Outsourcing Customer Service to Grow Your Business

Outsourcing your customer service to an experienced team who specialises in providing businesses with the resources they need for success can help ensure that your business will be able to handle customer needs including technical support to the exceptional standards customers expect. This reduces the overheads on your business, and lets you focus on developing the product and service you delivered in the first place.  Some can even answer the phone in your business name so your customers will never need to know that they're sat in a different office to you! 

If you want to learn more about outsourcing your telecom customer service needs, contact Telcoinabox today!

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Topics: customer support, customer service, technical support, small business

Author:Joshua McKee

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