What services do tech support outsourcing firms normally offer?

What services do tech support outsourcing firms normally offer?

OABPO Blog Team Published on May 6, 2014

tech-support-outsourcing
Tech support outsourcing companies can provide various types of technical assistance to the users of your products. While firms may offer solutions that are uniquely theirs, there are services that most of them commonly provide. These include:

Call center solutions

tech-support-outsourcing--

Voice-based technical support lets users apply the solution on their own following the instructions dictated by the technician over the phone. This type of service eliminates the need of a physically present repairperson because the customers can just receive a walkthrough of the task or methods from the phone representative.

On the other hand, some tech support service providers offer dispatch services where callers request for experts to manually handle their tech issues that are usually hardware-related.

Email and live chat support

Email and live chat works the same way as voice-based tech support, but the obvious difference is that the instructions are delivered through non-voice channels. Some users prefer receiving customer support services over live chat for the speed and convenience it brings. Others choose to email their concerns rather than call the company hotline and wait on the line for an agent to explain their issue in detail and receive comprehensive answers that they can read for later.

Remote desktop service

tech-support-outsourcing---

With this type of service, the users let an IT expert remotely control their computer to figure out the problem and its solution. Unlike those fixed by voice or non-voice channels, remote PC access usually solves problems that may be too daunting for common users to handle on their own.

Self-service platforms

Self-help tools provide quick answers to simple questions or product concerns users commonly face. These tools can be the company’s FAQ page or an independent mobile app that users can access to view manuals, ask for assistance, rate products, or watch instructional videos. Some tech support outsourcing firms provide this option alongside their call center and non-voice units to possibly lower ticket volume and add focus on more serious cases.

Customers today have greater freedom over the mode they want tech support to be delivered. Thus, outsourcing firms try to address the need and keep up with the demand by widening the range of solutions they offer. All these may aid you in attending your customers’ problems, but it is still best to choose a combination or a specific type of tech support that could provide the most efficient service.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO8 hours ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO3 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO6 days ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Your frontline #CallCenter agents play a vital role in fulfilling your commitments to your clients. Recruit the right people to make sure your #CustomerService strategies are implemented effectively: https://zcu.io/dPNj

#WeSpeakYourLanguage