Whatever we do, whatever profession we’re in, we all use (and sometimes, even need) certain “tools” to make our work (and our lives) a lot easier. A Chef, for instance, uses a set of knives to help him/her cook a sumptuous dish, while a heart doctor calls upon his stethoscope to listen to a patient’s heartbeat. But what about the folks tasked to give customer tech support, what tools do they use, if at all?
Off the bat, one would say that the inbound call center service is one of the major customer support tools used in dishing out “life-saving” support for the gadget- and tech-challenged folks out there. Yet this is actually just the “tip of the proverbial iceberg”. In fact, you might be surprised to learn that technology itself can be one of the tools to help give better customer service and support to your clients.
Take the website as an example. It’s no secret that the web (the internet) is part and parcel of our everyday lives. It would be a good idea to provide a forum or a live chat link on your site where your clients can seek help in one easy click. Chuck, an average bloke looking for answers on how to sync his phone with his Bluetooth headset, can either ask for help via click of that live chat link or even get the opinion of other netizens through the chat forums.
Speaking of live chat, this is yet another great way to get instant customer tech service. That chat link will hook Chuck and other clients to a real live customer service contact center agent who will gladly give tips, tricks, and other bits of information should these be asked of them. Oh, and did we mention that clients need not wait on a ringing tone or a busy signal (unlike a lot of the so-called telephone hotlines out there?
Of course, the good old email is yet another form of technology-driven tech support. If you, the client, don’t really need the answer in real time, yet still have an important concern that needs to be addressed, then this is the way to go.
Yes, tools are there to make our work-life much easier. So why not make your clients’ lives (and your own work) a breeze with these tech support tools. It can likewise help give better customer care while you’re at it.