Outsourced Technical Support is the future. Whether you’re a startup or a company with more than 100 employees, the need for technical support is rising due to the fact that products aren’t perfect, yet we aim for perfection when it comes to our services. “How can you remain on top of the game in the field of technical support?” is a question we hear a lot lately and we wanted to share with you 10 best practices that we learned in 7 years of experience with partners such as SendGrid and Cloud Elements.

Before we start, let us underline once again the idea of a technical support department. Whether it’s in-house or outsourced, the technical support department of a SaaS company should reduce customer churn. The product or service can be outstanding, yet the technical support that you are offering is crucial in your relationship with your customers. After more than 7 years of work with SendGrid and Cloud Elements, we gathered 10 best practices that will set you ahead of your competitors.

1. Hire the best people to represent your service/ product.

We can all agree that your agents are your brand’s diplomats. You form and maintain connections through them with the customers that will keep you in business. Hire and retain experienced people and exceptional outsourced tech support will follow.

2. Offer technical support on more than one channel, including live chat.

Instant communication channels can save or ruin the image that a client has about your product/service. When it all comes to customer’s expectations, the best way to offer a quick and helpful answer is through chat. Make it easy for customers to interact with you and don’t keep them waiting.

3. Encourage self-service.

More than 67% users prefer a self-service support over speaking to a company representative. It’s a fact that can be turned around in your favor once you create a FAQs page with content that answers common questions that customers usually come up with. From a FAQs page to regularly posting basic troubleshooting articles on your website, encourage self-service and you will receive a better feedback for product or service enhancements.

4. Attitude is everything.

When working on a technical support service, your positive attitude can turn a problem into a solution in no time. You know that in business, you never get a second chance for making a first good impression. Have the customer in mind and deliver responsive and personalized support.

5. Listen to customers.

The key to effective communication is active listening. Even when the customer is upset or angry, your tech support agent should treat him cordially, eager to give advice and to find a real-time solution. If you’re active listening to your customers, not only you will find more about the issue encountered and you will give better advice, but you will leave an imprint in your customer’s mind.

6. Ownership can change an issue into a solution.

Empower your representatives to make decisions in real time and to act upon customer’s best interest. If the issue needs more information in order to be classified as resolved, your tech support agents should follow up and address the issue further on until it’s resolved.

7. Honor your commitments.

Do what you say you will do. Earning trust and respect are key-points in the relationship between a company and its customers. Tell your customers exactly what they can expect from you and then go hard to exceed those expectations. That way, your customers will see that you’re willing to go the extra mile.

8. Set KPIs.

It’s important to always measure the success of a technical support team. For that, use KPIs and metrics that should be defined as parameters in judging the performance of a tech support agent or a technical support team.

9. Regularly train your agents.

Properly training your representatives can give them the power to make on-the-spot decisions that can change an issue into a solution. Ensure that they completely understand the product and the process and conduct refresher training sessions when there are any product enhancements. A well prepared tech support agent is a key point in maintaining your customers happy.

10. Ask for feedback.

A feedback at its time can change the path of your company. A study by The George Washington University from Washington, DC, shows that users will share their experiences with 8 out of 10 persons they meet. Ask customers to review your service after each session in order to find out if it was helpful or what aspects you should change.

Technical support in this century is the secret weapon of every business that respects itself. Without a technical support department, you can’t have a business that it’s focused on the customer, therefore you can’t really grow. For an outstanding technical support service, follow these best practices that we gathered in 7 years of experience.

We would love to hear about your experience and how they worked for your business.

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