Key characteristics of excellent technical support

Jeff Coco

Great technical support is (or should be) a standard expectation when consumers call a company for assistance. But it’s not just a consumer issue.

For partners, such as system integrators or value added resellers, not having support from their technology vendor can damage their business by causing project delays or a complete halt in service. From a reputation perspective, it’s just not a good look if clients call in with an issue and they’re not able to help because they’re waiting on answers from the vendor. Or, if they’re in the field selling a system and can’t answer technical questions, their prospect may lose faith in their ability to deliver. In turn, the customer may instead choose to work with a competitor.

As you can see, it’s critical technology vendors take a customer-focused approach to technical services to help you better serve your own clients.

3 characteristics of outstanding support

The most innovative technology manufacturers are rethinking what it means to offer technical support. Their technical support strategy includes a range of support concepts and features, such as:

  1. A collection of appropriate support tools

Have you ever tried to quickly search for an answer to a technical question but couldn’t find it on the company’s website? If it had other source material to choose from, such as a comprehensive FAQ page, support videos, webinars or technical notes, you likely would have found the answer you were looking for.

Companies who offer great technical support offer a suite of service tools that contain answers to countless questions.

  1. Well-rounded technical support

Businesses with well-rounded technical support not only provide a breadth of support tools, they also understand these tools are only one part of their overall customer service strategy.

Companies should also invest in their technical support engineers by offering formal support training and technical education, which can help the support team stay updated on technical trends. This ensures they’re ahead of the curve and can provide partners a more effective service, no matter the dilemma.

Well-rounded technical support teams are also forward-looking and invest in current technology to offer superior support today and solutions that are likely to be popular in the near future. Bridging the gap between the two ensures support remains consistent.

  1. A customer-centric business philosophy

How many times have you called technical support only to be placed on hold for an insufferable amount of time? And yes, even five minutes can be too long for those who need immediate answers while on a job.

A serious technical support team and service will act as a solution center for each partners’ unique need by taking a customer service approach. They’ll stay with you all of the way until you’re satisfied the issue has been resolved.

How customers helped Apple become industry leaders

Apple is one of the world’s largest tech brands and needs little introduction. However, its route into great customer service may not be as well known. In the mid-1990s, Apple’s newly-instated interim CEO Steve Jobs made it a key point to focus on building and providing better customer-oriented products and services.

Upon announcing Apple’s partnership with Microsoft at the 1997 Macworld Expo, Jobs addressed a crowd of stakeholders about the company’s novel customer-centric business approach that would “serve the people” who had been buying Apple’s products since it was founded 21 years prior. Most would agree, it paid off for the company.

Companies can learn a lot from having a similar customer-oriented mind-set. By providing partners with superior products, services and support, the results can be overwhelmingly positive. And assimilating this thinking into a company’s core values to become part of its procedures and offerings can lead to greater levels of technical support because the technical support team will naturally put customer service at the forefront of their approach.

How can this approach benefit you?

By working with a forward-looking, well-balanced and customer-oriented company, you can benefit for decades to come by:

  • Increasing customer retention:Fast, reliable technical support can get you up and running faster, ensuring you can service your customers or organization without interruption. For integrators or resellers specifically, in turn, customers are more likely to work with you on future projects.
  • Increasing profit: By quickly reconnecting downed solutions, you can better manage project workloads, work more efficiently and, if an integrator or reseller, improve your reputation. As you might expect, no matter who you are, this ensures you’re spending less time on fixing technical problems and more time helping customers.

If you feel the need to rethink the type of companies you’re partnering with, the next step is to understand what to look for in remarkable tech support.

Don’t be afraid to speak with employees, research customer reviews, inquire about reading case studies and meet with appropriate executives one-on-one. Most (if not all) of today’s most customer-oriented businesses will likely welcome your investigative approach because it’ll help build and strengthen the bonds of what may develop into a fruitful business relationship.

Rethinking tech support starts by reconsidering how you work with and treat your customers and then working alongside other companies that put the customer first.

Meet the team behind Axis technical support here.

Axis technical service