Technical support plays a pivotal role in today’s tech-driven landscape, particularly for businesses in Canada. This is especially crucial for product-based companies dealing with IT-related products.
When your customers run into a problem with your product, your customer support, specifically technical support, is the first and most significant point of contact.
SalesForce reports that 89% of customers ceased their relationship with a company following just one unsatisfactory customer service encounter. In such a reality, suffice it to say that having a technical support team is a no-brainer.
In this piece, we’ll be looking into why a company needs to have good technical support and how it contributes to business success.
Technical Support helps Businesses in Canada Retain Customers
Statistics show that customers are more likely to stay with a company that offers good technical support. Technical support can help customers resolve their problems quickly and efficiently, which is the core tenet of quality customer experience.
Customer trust and loyalty are also all but guaranteed when your technical support team is up to their task. Suppose a customer has a problem with a product or service; they want to be able to get help quickly and easily.
If they have to wait a long time to get a response from technical support, or if the technical support representative is unable to resolve their problem, they are more likely to become frustrated and switch to a competitor.
More than 83% of online consumers require some assistance when buying products or services online.
Good technical support all but guarantees you won’t have to deal with said customer frustration and subsequent fallout by providing customers with prompt and effective assistance.
Case in point
A customer has a question about how to use a new feature on their smartphone. They contact technical support, and the technical support representative is able to provide them with clear and concise instructions.
Consequently, the customer is able to use the new feature without any further problems. Chances are, when they are with family and friends, they’ll recommend said smartphone.
The premise is simple: When customers are able to get help quickly and easily, they are more likely to be satisfied with their experience and continue doing business with the company.
In addition to providing a better customer experience, good technical support is also invaluable to building customer trust and loyalty. When customers know that they can rely on a company’s technical support team for help, it is easier for them to stay loyal to that company and continue doing business with them.
Technical Support helps Businesses in Canada Improve their Services
Technical support can provide businesses with valuable feedback from customers about their products and services. A company’s technical support representatives are often the first to hear about problems that customers are having with products and services.
In most cases, the compiled customer feedback will shed light on common problems as well as new problems that may not have been anticipated. Businesses can then use this feedback as a roadmap to Identifying and fixing their product problems, ultimately improving their products and service offerings.
Besides being a concierge of deficient product reports, technical support representatives are also able to provide businesses with valuable information about how customers are using their products and services.
This additional input equips a company to identify areas where products and services can be improved to meet the needs of customers more effectively.
Tips for using technical support to improve your products and services in Canada
Let’s quickly review some tips for using technical support to improve company products and services:
Collect feedback from customers
Technical support representatives are often the first people to hear about problems and feedback from customers. Make sure to collect this feedback and share it with the appropriate teams within your organization.
Once you have collected feedback from customers, take the time to analyze it to identify common themes and trends. This information can be used to prioritize improvements to your products and services.
Take action on feedback
Once you have identified areas for improvement, take action to address them. This may involve fixing bugs, improving features, or developing new products and services.
Communicate with customers
Keep customers informed of the progress that you are making in addressing their feedback. This will show customers that you are listening to them and that you are committed to improving your products and services.
Technical support Helps Businesses in Canada to Reduce Costs
Yeah, that’s right! Good technical support will save you money in more ways than one. Failure to assist customers when they need it most can result in lost customers (possibly permanently), and it can cost as much as 7 times to win new clients compared to keeping old ones.
When there is a system of support and guidance in place for customers on how to use product and service experiences, you’ll need fewer resources to resolve customer complaints. There’ll typically be a significant reduction in the number of open customer support tickets, which, in the corporate world, translates to saved time and money.
Additionally, the prompt support afforded by technical support teams can help businesses resort to less expensive solutions compared to other alternatives like on-site support or replacement products. Suppose there’s a standby support team to help customers identify and fix problems associated with your company’s products and services.
In that case, the rate of product returns and warranty claims is set to reduce significantly, saving you money and headaches down the road.
Tips for reducing costs with technical support
Let’s quickly review some tips for reducing costs with technical support:
Invest in preventive maintenance
Preventive maintenance, such as regular software updates and security scans, can help to prevent problems from occurring in the first place.
Provide self-service support options
Self-service support options, such as knowledge bases and FAQs, can help customers resolve common problems without having to contact technical support. These add-ons will help reduce the workload on technical support staff and free them up to handle more complex problems.
Outsource technical support
Outsourcing technical support to a third-party provider can be a cost-effective way to obtain technical support, especially for businesses that do not have the resources to provide in-house technical support.
However, it is important to choose a reputable provider that can offer the level of support that your business needs.
We’ve come to the end of this piece. Hopefully, we’ve been able to help you understand the importance of tech support for a company. When it comes to providing tech support, there are a number of ways that a company can go about this. Some businesses have their own in-house technical support teams, while others outsource this service to a third-party provider. The best approach for a business will depend on its specific needs and budget.
If you are operating a product-based or IT-related business in a country like Canada, technical support is even more crucial for your success. That’s where TickTockTech steps in as your dependable partner. We comprehend the tech challenges you encounter, and we’re fully prepared to offer efficient solutions to rejuvenate your business. If you’re ready to enhance your tech support and keep your customers smiling, don’t hesitate to explore how our tech support services can benefit your business.