Customer support is a range of customer service to help customers make the most efficient and cost-effective use of products. This includes assistance in planning, installation, training, problem solving, maintenance, upgrading, and disposal of products.
Regarding technology products such as cell phones, televisions, computers, software products or other electronic or mechanical goods, this is called technical support.
Customer support is considered one of the major data channels for customer satisfaction research and ways to improve customer retention.
In more and more companies, especially in technology, the responsibility for customer support is placed in the Customer Success team, especially if the Customer Success team has a C-level executive leading it
Video Customer support
Automation
Service organization automation aims to achieve, for example, lower average time to improve (MTTR).
Automation of customer support involves building a knowledge base of known problems and their resolution to support incidents with delivery mechanisms, often by expert systems. The service automation platform includes a range of support solutions including proactive support, support support, and self-support.
With automated support, service organizations can provide their services to their customers 24 hours a day and 7 days a week, by monitoring alarms, identifying problems at an early stage and solving problems before they become an issue. Automatic help support allows remote access to sites that require instant troubleshooting. By automating the collection of device and application information working in conjunction with supported applications, problems can be quickly detected and corrected.
Automatic self-support, automate the standalone support process, unblocks users from self-help diagnostics and troubleshooting from online libraries or knowledge bases. Support automation solutions can be integrated with customer relationship management systems (CRMs) and network management systems (NMS), and provide full customer reports for mechanically resolved management accounting and incident issues that ensure compliance with industry regulations such as Sarbanes Oxley, 21 CFR part 11 , and HIPAA.
Type
- Proactive Support Automation refers to a support automation solution that minimizes downtime and allows 24x7 availability. This is accomplished by tracking a constant medical examination with diagnostic procedures to enable problem monitoring and problem solving.
- Preemptive Support Automation refers to a support solution that uses information generated or retrieved from an application or service, e.g. log files, database queries, configuration changes, etc. This information can be exploited to predict service degradation or interruption. The result is a higher service/application availability level for the underlying application
- Self-Support Automation is the term given by the organization to its support structure that provides libraries and online tools for self-help and easy troubleshooting solutions to automatically and promptly diagnose and resolve issues and incidents.
- Installed Support Automation is software that enables support personnel to remotely access their desktop or server customers for ticket diagnostics and troubleshooting.
Maps Customer support
Communication Channels
Communications channels the company can offer customers for support:
- Phone Support
- Customer speaks directly to a customer support representative over the phone. For incoming calls, IVR (Integrated Voice Response) can be programmed to route captured calls in various ways with potential targets for the fastest completion of customer requests/issues.
- Phone support is often used for order retrieval, pre-sale requests, upselling and cross-selling, troubleshooting etc.
- Outgoing calls are calls made to subscribers from the call center to give or receive information.
- Live Chat Support
- In Live Chat Supporting web visitors looking for help, a text chat session begins by clicking a link on the provider's website. Customer support representatives interact with web visitors, understand requirements, complete queries and close interactions. Alternatively, under the terms, a customer support representative may also trigger a chat session with a web visitor. Livechat support helps with language barriers because both parties involved in a chat session may be able to use an online translation service to communicate. It's also considered less annoying than phone support. Livechat support is often used for earning and fulfillment of prospects, campaign management, pre-sales and post-sales questions, complaint registration, technical support, etc.
- Email Support
- Email is the primary means to offer web-based help to your customers when problems do not require immediate answers. Low-cost, unobtrusive and anywhere access at any time are some of the advantages of email-based communications. Trouble Ticketing System and CRM Application helps track a series of follow-up correspondence with specific customers. Services offered through email response management are claims processing, media polling/analysis, subscription services, troubleshooting, complaint registration, etc.
- Remote Support
- Troubleshooting a computer at a specific location from a computer in another location is remote support. Companies can save a lot of money for logistics through remote support. IT technicians are empowered with several tools that enable them to gain access to customer computers in different parts of the world. They can gain access and fix software related problems from remote locations. The technician's need to visit the customer's premises is reduced. With the movement of applications from desktop to cloud, a new form of browser-based remote support has been developed like Cobrowsing.
- On Site Support
- On-site support is the opposite of remote support. Some types of help can not be remotely provided, such as hardware related issues. repair TV, replace parts, air conditioning service, etc. In some instances, service providers may choose to bring devices or gadgets back to their warehouse for repair.
- Social Media
- Since the arrival of social media platforms like Facebook & amp; Twitter, service providers have found that many of their customers spend a lot of time each day. To make it convenient for customers, many service providers have set up webcare teams as support channels on their social media profiles. Customers can ask questions, register complaints, clarify doubts, etc. By interacting with company staff through this social media platform. With millions of users now gaining access to social media, this platform has become very prominent as traditional media such as telephones, livechat, and email.
See also
- Customer Success
- Automation
- Customer service
- Customer relationship management (CRM)
- Help desk
- Direct support software
- Automation of professional services
- Run Book Automation (RBA)
- Technical support
- Webcare
References
Source of the article : Wikipedia
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