The 411 on Technical Support

The 411 on Technical Support

OABPO Blog Team Published on July 18, 2013
keyboard-and-stethoscope

Technical support refers to a broad spectrum of services provided by companies, particularly those that offer mechanical and electronic products. Contrary to other customer support services that involve product customization and billing inquiries, technical support caters to specific problems that pertain to items that could range from software and hardware to mobile phones and other gadgets.

The service is frequently offered in three methods: via phone, e-mail, or live chat support. Companies that wish to show their flexibility should be available on these platforms, as it creates the impression that they offer assistance in the manner most convenient to a customer.

Why should you outsource technical support?

Many customers reach out to companies during off-peak hours. These are the hours before and after the regular working schedule, as these are the times that consumers are at home to utilize the products. For this reason, it makes sense to outsource technical support to a call center.

Outsourcing to call centers in the Philippines offers a host of benefits to any organization. For one, call centers can facilitate campaigns that run on a 24/7 schedule to ensure that every single call, email, or chat notification from customers are responded to. This guarantees that customers will get an immediate response for their concerns and therefore receive an efficient consumer experience. Furthermore, imagine if only a single employee is available to answer an influx of phone calls. That employee would be disgruntled and out of their element to the point of frustration.

Aside from providing round-the-clock response teams, outsourcing technical support also shows significant cost reduction and an increase in overall productivity without incurring additional overhead expenses. This also signifies that callers will have access to subject experts who have been handling their accounts over an extended period of time and know the technology’s ins and outs. Lastly, an outsourced technical support department would also be a strategic advantage during product launching and scheduled maintenance work. Clearly, outsourcing technical support provides more benefits than harm.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 days ago
Developing countries, including India, Indonesia, and the Philippines, showed 30% increase in gig platform use.

See how Open Access BPO empowered a leading #GigEconomy platform with tried-and-true #CX and process management solutions. Get your hands on our exclusive market insights today: https://buff.ly/2WwrLqR

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/2Vhw7BB

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
With their ability to solve simple issues instantly, chatbots allow brands to make the always-on consumer happy.

Enhance your #LiveChat support strategy with these 7 best practices: https://buff.ly/3lbuHn4

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Get a glimpse of what The Open Access Difference can offer your business in the #GigEconomy: https://buff.ly/3zN708T

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO7 days ago
Here are five ways to help your business gain a deeper understanding of your customers' needs:
✔️ Put yourself in their shoes
✔️ Conduct customer research
✔️ Gather #CustomerFeedback
✔️ Go to social media
✔️ Maximize your #CRM system

Read more: https://buff.ly/2TAVDRN

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO7 days ago
What began as a humble telemarketing startup in 2006 has grown into a full-suite multilingual outsourcing provider.

Get to know Open Access BPO more: https://buff.ly/3BJXBk9

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!