- What is tech support?
- Tech support vs customer support
- 7 tips to provide better tech support for your users
When your customers run into a problem with your product, they contact your support team.
But, not just regular support.
For “IT” related issues, they contact tech support.
Whether the problem is a “user” error, a bug or technical issue, it doesn’t matter to them, they just want it solved so they can continue with their workload.
If they can’t log in to your product? They contact tech support.
A feature or module isn’t working as it normally does? They contact tech support.
Therefore, any questions relating to the product (how to install it, how to configure, etc.) all need to be answered by technical expertise in order for your customers to get the best value out of your product.
If you don’t have a tech support team in place to answer these questions, then customers will eventually stop using your product. And this leads to higher churn rates.
Put simply, if you run a product based business, then technical support is crucial to your overall success.
Yet, there’s a challenge with tech support.
In fact, it’s 100x more expensive than self-service channels.