What to look out for when evaluating a company’s tech support

Jeff Coco

In our post, “Key characteristics of excellent technical support,” we discussed how having access to thorough and knowledgeable technical support services can have a big, positive impact on your business.

Technical support is a vital part of good customer service and satisfaction, but how can you assess whether this will be available to you when partnering with a technology company? In this post, we look at what to look out for when evaluating a company’s tech support.

What are the company’s values?

The first thing you should do is dig into what the company stands for and how they operate, think about how this might impact how you work and operate. Part of what you should consider is how they approach their customer service strategy. You know it’s likely they take support seriously if:

  • They fully understand their customers’ service needs and desires

Good companies will completely understand their customers beyond their purchasing history. In turn, these enterprises are well-prepared to provide their technical support representatives with the necessary resources to properly care for their customers’ most basic needs through to multifaceted technical issues.

  • They evaluate the level of care they offer

They regularly and thoroughly examine their existing customer service initiatives to assess the performance of their customer representatives and learn where improvements can be made to enhance the callers’ experience.

  • They have the resources to improve their customer services

All customers are able to call tech support if they’re worried, they can’t resolve a problem independently. By having enough support providers, who are equipped with the knowledge to quickly and efficiently take on more challenging questions, customers won’t get caught in queues or have to wait for representatives to get back to them with an answer to basic enquiries.

 How tech support should be working for you

Now that you know what to check for when looking at a tech support team, it’s worth understanding how that business is able to continue to offer you support and considering the impact this will have on your business.

In my experience there are three characteristics of a good technical services team, which can have a make or break effect on their customers’ businesses.

  1. The team stays ahead of emerging customer service trends: The key to ongoing excellent support is ensuring the company’s technical services team stays at the forefront of technical developments and new products in its portfolio.

More so than ever before, companies need to offer proactive customer support rather than the customary reactive assistance. Yes, it’s important to reveal issues and provide solutions, but support teams should also take time to advise their customers on how they can avoid or solve problems in the future. This means they have greater product or service uptime, which likely equals a greater return on investment and an improved bottom line.

  1. They treat each challenge as a unique issue rather than applying a ‘one size fits all’ solution: A multitude of factors, including different business needs and set ups will mean that even for common issues, no two technical problems will be the same.

That’s why it’s crucial for companies to provide their customers with a variety of methods to solve their technical issues. This can include different ways to contact the support team to more personalized tools, such as troubleshooting guides, FAQs and videos. After all, customers shouldn’t be treated like they’re just ticket number.

On that point, customers need to feel satisfied, and they likely will if they’re being listened to you, having their specific needs managed and being kept informed of how the resolution is progressing. By having full transparency of the issue and a solution that’s delivered how they want, it’s also easier for them to plan for possible setbacks and keep their business up and running.

  1. The team wants to see the job through: Customers want to know that companies care about them both when they have a problem and after the issue has been resolved. The best technical support representatives follow up with customers to discuss how their experience went to ensure they’re satisfied.These businesses also know when and how to follow up. Great customer support goes beyond surface-level assistance (answering a question). It’s about forming deeper relationships with customers even after the phone call ends. By talking customers through how the issue was identified and resolved, if the same problem arises again, they might be able to manage it themselves rather than waiting for technical services. This can enhance the relationships companies have with their customers and thus give these businesses a competitive edge.

Customer service is the one of the key pillars of our strong relationship with our partners. You can learn more about our technical services team and how they work first hand here.

With passion for customer service